Help Desk Specialist

Location: Tucson, AZ 85706

Work Arrangement: 100% Onsite (5 Days/Week)

Employment Type: Contract

Duration: 6+ Months

Domain: Information Technology / Technical Support

Pay Rate: $25–$28/hr on W2

Final date to receive applications: 15th Aug, 2026

• 2+ years of Help Desk, Service Desk, or Technical Support experience
• Experience with Service Now for incident and ticket management
• Strong troubleshooting skills for Windows applications, software, hardware, and connectivity issues
• Experience supporting remote users
• Excellent customer service and communication skills
• Experience providing support via Phone, Chat, Slack, and Email
• Ability to manage multiple support tickets while meeting SLA requirements
• Strong analytical and problem-solving skills
• Knowledge of Knowledge-Centered Support (KCS) documentation

Hiring a Help Desk Support / Help Desk Specialist III for our client, in Tucson, AZ. This is a fully onsite contract opportunity supporting internal employees in a fast-paced enterprise environment. The ideal candidate will have experience providing Tier 1/Tier 2 technical support, resolving software and connectivity issues, managing incidents in Service Now, and delivering outstanding customer service across multiple communication channels.

• Provide Tier 1/Tier 2 technical support via Phone, Chat, Slack, and Email
• Troubleshoot software, hardware, application, login, and connectivity issues
• Support remote employees with application access and technical issues
• Create, update, and resolve incidents using Service Now
• Diagnose issues and elevate complex problems to engineering teams
• Manage multiple support tickets while maintaining SLA compliance
• Support enterprise applications and collaboration tools
• Document troubleshooting procedures following KCS best practices
• Communicate technical issues effectively to non-technical users
• Collaborate with developers and cross-functional support teams
• Participate in continuous process improvement initiatives
• Monitor ticket queues and ensure timely issue resolution
• Escalate critical incidents to the Incident Management team

• Medical
• Dental
• Vision
• 401(k)

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.

AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.