Help Desk Agent

Location: Phoenix, AZ Salary: $17.00 USD Hourly - $20.00 USD Hourly Description: About the Role As an IT Help Desk Agent, you will provide first-level technical support for property-based systems and end users, ensuring seamless operation of technology that directly impacts guest experience and day-to-day property operations. You'll serve as the primary point of contact for hotel or property staff, troubleshooting issues across hospitality systems and maintaining operational continuity in a fast-paced, guest-facing environment. Responsibilities Property & Hospitality Technology Support Provide Tier 1 support for key property systems, including: Property Management Systems (PMS) Point-of-Sale (POS) systems Guest Wi-Fi and internet connectivity Telephony and VoIP systems Key management, access control, and peripheral devices Troubleshoot issues with workstations, printers, payment devices, mobile devices, and back-office systems. Service Desk & Incident Management Serve as the first point of contact for technology incidents and service requests via phone, chat, and ticketing systems. Log, categorize, prioritize, and document incidents in an IT Service Management (ITSM) platform. Follow defined troubleshooting workflows and escalation procedures to minimize downtime and guest impact. Identify and escalate business-critical or guest-impacting incidents promptly. Operational Continuity & Vendor Coordination Support property operations by resolving technical issues impacting front desk, housekeeping, food & beverage, and maintenance workflows. Coordinate with Tier 2/3 support teams and external vendors (PMS, POS, ISP, telephony). Assist with vendor troubleshooting and validate resolution prior to ticket closure. User Account & System Access Support Perform basic access support tasks including password resets, account unlocks, and role-based access provisioning. Support onboarding and offboarding by ensuring timely and appropriate system access. Documentation & Knowledge Management Maintain accurate ticket documentation including issue details, troubleshooting steps, and resolutions. Provide clear shift handoff notes and status updates. Contribute to knowledge base articles and standard operating procedures. Security & Compliance Handle sensitive business and guest data with strict confidentiality. Follow security protocols, identity verification standards, and data protection policies. Identify and report potential security risks or suspicious activity. Minimum Qualifications 0-2 years of experience in IT support, service desk, hospitality technology, or a customer-facing technical role High School diploma or equivalent Strong customer service experience in a fast-paced environment Basic knowledge of Windows operating systems and enterprise applications Familiarity with ticketing systems and remote support tools Ability to troubleshoot routine technical issues and follow documented procedures Preferred Qualifications Experience supporting hotels, properties, retail locations, or multi-site environments Exposure to hospitality technology (PMS, POS, guest Wi-Fi, telephony systems) Basic understanding of networking concepts (LAN/WAN, Wi-Fi, VPN) Technical coursework or training in Information Technology or related field Entry-level certifications or progress toward certification (e.g., CompTIA A, ITF) Key Skills Strong communication skills with the ability to explain technical concepts to non-technical users Ability to stay calm and professional during high-pressure, guest-impacting incidents Strong attention to detail and documentation accuracy Ability to manage multiple requests and prioritize based on business impact Collaborative mindset with the ability to work effectively with internal teams and vendors Additional Information Must be available to work rotating shifts, including weekends, holidays, and on-call schedules to support 24/7 operations May support multiple properties or locations simultaneously Requires extended periods of sitting and use of standard office and remote support equipment By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help. Contact: This job and many more are available through The Judge Group. Please apply with us today!bfb3568a-762b-4989-884b-a9682aa104ca