Title: Help Desk Representative (overnight)

Location: Phoenix, AZ

Type: Contract

Compensation: $20-24.50 per hour

This role provides overnight technical support for users experiencing issues with hardware, software, and network connectivity. The position focuses on diagnosing problems, guiding users through solutions, and coordinating with internal IT teams and vendors to restore services quickly. The role requires strong troubleshooting skills, clear communication, and the ability to provide professional customer service in high-pressure situations.

Your role:

·     Respond to incoming requests for technical assistance and provide first-level support for a variety of IT-related issues.

·     Troubleshoot problems involving internet connectivity, desktop systems, printers, and other workplace technologies.

·     Assist users with account access issues, including password resets within directory services and VPN connectivity support.

·     Deliver professional customer service while supporting users in urgent, high-stress, or challenging situations.

·     Work with external vendors to investigate incidents and help determine root causes of technical problems.

·     Communicate system outages or major incidents to leadership and coordinate updates with Tier II and Tier III support teams to keep users informed of resolution progress.

What you’ve got:

·     Previous experience working in an IT Help Desk or technical support role.

·     Willingness and ability to work an overnight onsite shift from 11:00 PM to 7:00 AM.

·     Experience troubleshooting desktop systems, network connectivity, and common office hardware.

·     Familiarity with directory services for account management and password resets.

·     Working knowledge of VPN connectivity and remote access support.

·     Strong problem-solving skills with the ability to diagnose issues and guide users through solutions.

·     Clear communication skills and the ability to explain technical concepts to non-technical users.

·     Ability to remain calm and professional while assisting users in stressful or time-sensitive situations.

Preferred:

·     CompTIA A+ certification.

·     Prior experience providing IT support within a law enforcement or public safety environment.

To find more great tech-centric jobs, please visit www.phoenixstaff.com.