Help Desk Representative
Location: Phoenix, AZ (On-site)
Duration: 6 Months (with possibility of extension)
Hours: 40 hours/week
Shift: Night Shift – 11:00 PM to 7:00 AM
Billing Type: Hourly
Work Authorization: United States
Start Date: Tentatively 06/01/2026 (dependent on interviews, onboarding, and PO issuance)
Position OverviewThe Arizona Department of Public Safety (AZDPS), Technical Services Division (TSD), is seeking a Help Desk Representative to provide technical support services in a fast-paced, mission-critical environment. This role is 100% on-site and requires working the overnight shift from 11:00 PM to 7:00 AM at AZDPS facilities in Phoenix, AZ.
The ideal candidate will demonstrate strong technical troubleshooting skills, excellent customer service abilities, and the capability to perform under high-pressure or time-sensitive situations.
Key Responsibilities- Answer incoming calls and provide first-level IT support to end users.
- Perform triage and troubleshooting for complex technical issues, including:
- Internet connectivity
- PC/Desktop systems
- Printers and peripheral devices
- Assist with:
- Active Directory password resets
- VPN tunnel configuration and connectivity issues
- Deliver excellent customer service, including in high-stress or contentious situations.
- Coordinate with vendors to identify root cause issues and facilitate resolution.
- Communicate system outages and service disruptions to leadership.
- Collaborate with Tier II and Tier III support teams to keep users informed of progress and resolution status.
- Document incidents and resolutions according to established procedures.
Required Skills & Qualifications- Previous IT Help Desk experience.
- Willingness and ability to work the overnight shift (11:00 PM – 7:00 AM).
- Strong troubleshooting and customer service skills.
- Ability to work on-site and be available for in-person interviews.
- Ability to start within two weeks of offer.
Preferred Qualifications- CompTIA A+ certification.
- Prior experience working with AZDPS, DPS, or a law enforcement agency.
Security & Compliance Requirements- Background check and drug screening required (HireRight must be used).
- Security clearance requirements may apply per agency policy.
Candidate Requirements- Local candidates only — must already reside in the Phoenix, AZ area at time of submission.
- Resume must clearly state current location; resumes without location will not be considered.
- Must be available for in-person interviews within one week of posting close date.
Work LocationAZDPS Facility
2010 W. Encanto Blvd.
Phoenix, AZ 85009
Position Description:
IT Help Desk Operator: Position is 100% on site at 2010 W. Encanto Blvd. from 11pm-7am. Local Only Answering incoming calls for IT-related support. Provide triage/troubleshooting steps to resolve complex technical issues related to Internet connectivity, PC/Desktop systems, printers, etc. Assist with Active Directory password resets, VPN tunnel configurations, etc. Provide excellent customer service in high stress or contentious situations. Work with vendors to identify root cause issues. Coordinate system outages to leadership and work with Tier II and III teams to keep customers informed on progress.