Help Desk Representative

Core Ledger Tech is hiring a Help Desk Representative to support the Phoenix, AZ team onsite. In this role, you will receive incoming requests, document details accurately, resolve common issues, and escalate more complex cases with the information needed for next steps.

Key Responsibilities

• Receive support requests by phone, email, and online ticket.
• Ask clarifying questions to understand the issue clearly.
• Create and update support tickets, including accurate notes.
• Assist with password resets and basic account-access requests.
• Provide guidance for common system and login questions.
• Monitor the status of open requests and share progress updates.
• Escalate complex issues, including the appropriate supporting information.
• Close completed tickets and document the final outcome.

Required Qualifications

• Ability to communicate clearly by phone and in writing.
• Confidence using computers, email, and web-based systems.
• Patience when a caller is unsure how to describe a problem.
• Accurate note-taking and dependable recordkeeping.
• Reliable attendance and ownership of follow-up tasks.
• Willingness to learn new procedures and support tools.

Compensation and Location

This position is onsite in Phoenix, AZ and offers USD 23 to 28 per hour.

Benefits

• 401(k) matching
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance

Working With the Wider Team

• Report to a help desk supervisor.
• Communicate with administrative and technical colleagues.
• Follow documented support procedures.
• Protect confidential account and customer information.
• Flag repeated problems or urgent service interruptions.
• Support an orderly and responsive support queue.