Help Desk Representative

Job Title: Help Desk Representative Location: Phoenix, AZ (Onsite – Local Candidates Only) Duration: 6 Months Contract Shift: Night Shift (11:00 PM – 7:00 AM) Position Overview The Help Desk Representative will provide frontline technical support to end users within the Technical Services Division (TSD). This role involves troubleshooting IT issues, supporting system access, and ensuring timely resolution of technical problems in a fast-paced, high-pressure environment. Key Responsibilities Respond to incoming calls and requests for IT-related support Diagnose and troubleshoot technical issues related to: Internet connectivity Desktop/PC systems Printers and peripherals Perform Active Directory tasks such as password resets and user account support Assist with VPN configuration and connectivity issues Deliver excellent customer service, especially in high-stress or sensitive situations Collaborate with vendors to identify and resolve root cause issues Communicate system outages and updates to leadership and stakeholders Coordinate with Tier II and Tier III support teams for issue escalation and resolution Required Skills & Qualifications Hands-on experience in IT Help Desk / Technical Support Ability to work night shift (11 PM – 7 AM) onsite Strong troubleshooting and problem-solving skills Good communication and customer service skills Ability to handle high-pressure or critical situations Preferred Qualifications CompTIA A+ Certification Prior experience working with law enforcement agencies or public safety organizations Additional Requirements Must be local to Phoenix, AZ at the time of submission Must be available for in-person interviews within 1 week Must be able to start within 2 weeks of offer Background check and drug screening required (via HireRight) Position is 100% onsite – no remote option