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

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Contact:

This job and many more are available through The Judge Group. Please apply with us today!