Judge Group, Inc.
Judge Group, Inc.

Help Desk Agent

Phoenix, AZ, US • Posted 15 hours ago • Updated 3 hours ago
Contract Independent
On-site
USD $17.00 - 20.00 per hour
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Job Details

Skills

  • Help Desk
  • Tier 1
  • Property Management
  • Internet
  • VoIP
  • Access Control
  • Printers
  • Mobile Devices
  • Back Office
  • Incident Management
  • IT Service Management
  • Collaboration
  • Workflow
  • Tier 2
  • ISP
  • Provisioning
  • Onboarding
  • Knowledge Management
  • Knowledge Base
  • Standard Operating Procedure
  • Regulatory Compliance
  • Data Security
  • Reporting
  • Technical Support
  • Service Desk
  • Customer Facing
  • Customer Service
  • Microsoft Windows
  • Operating Systems
  • Retail
  • Hospitality
  • Point Of Sale
  • Telephony
  • Computer Networking
  • LAN
  • WAN
  • Wireless Communication
  • Virtual Private Network
  • Training
  • Information Technology
  • CompTIA
  • Communication
  • Attention To Detail
  • Documentation
  • Management
  • Remote Support
  • Privacy
  • Marketing

Summary

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!
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: cxjudgpa
  • Position Id: 1135389
  • Posted 15 hours ago

Company Info

About Judge Group, Inc.

The Judge Group, is a leading professional services firm specializing in talent, technology, and learning solutions. We consult, staff, train, and solve. Through our work we make people and organizations better.

Our services are successfully delivered through a network of more than 30 offices across the United States, Canada, and India. The Judge Group is proud to partner with the best and brightest companies in business today, including over 60 of the Fortune 100. We serve organizations in financial services, healthcare, life sciences, insurance, government (including aerospace and defense), manufacturing, and technology and telecommunications.

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