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Skills
1st Level Supportunmatched
Background Investigationunmatched
CompTIA A+unmatched
Customer Support/Serviceunmatched
Desktop PCunmatched
Help Deskunmatched
Identify Issuesunmatched
Law Enforcementunmatched
Leadershipunmatched
Microsoft Active Directoryunmatched
Peripheral Hardwareunmatched
Printersunmatched
Problem Solving Skillsunmatched
Regulatory Complianceunmatched
Root Cause Analysisunmatched
Security Clearanceunmatched
Systems Administration/Managementunmatched
Technical Supportunmatched
Telephone Skillsunmatched
VPN (Virtual Private Network)unmatched
Vendor/Supplier Selectionunmatched
Description
Job Summary Help Desk Representative (AZDPS, Phoenix, AZ)
- Provide first-level IT support by answering incoming calls from end users. - Troubleshoot and resolve technical issues related to internet connectivity, PC/desktop systems, printers, and peripheral devices. - Assist with Active Directory password resets and VPN tunnel configuration/connectivity issues. - Deliver outstanding customer service, including in high-pressure or contentious situations. - Work overnight shift (11:00 PM 7:00 AM), 100% onsite at AZDPS facility. - Coordinate with vendors to identify and resolve root cause issues. - Communicate system outages and service disruptions to leadership. - Collaborate with Tier II and Tier III support teams to keep users informed of progress/resolution. - Document incidents and resolutions per established procedures. - Adhere to security and compliance requirements (background check, drug screening, possible security clearance). - Position requires previous IT help desk experience and strong troubleshooting/customer service skills. - Must be a local candidate residing in Phoenix, AZ and able to attend in-person interviews. - Preferred: CompTIA A+ certification and/or prior experience with law enforcement agencies.