IT Help Desk Support Specialist; Part time​/Temp

Position: IT Help Desk Support Specialist (Part time/Temp)
About Fresh Start

A pillar in the Phoenix community for 30 years, Fresh Start's mission is to provide access and resources that help women achieve self-sufficiency and use their strength to thrive. We envision and work towards establishing a future of unlimited opportunities for women.

Fresh Start empowers women to succeed by providing a wide range of comprehensive, wrap-around services. Our work-centered around helping women achieve economic self-sufficiency and personal empowerment-focuses on five key areas of service provision: family stability; health and well-being; financial management; education and training; and careers. Fresh Start has served thousands of women aged 18 and older, supporting them as they transform their lives and, in turn, transform the lives of their children, families, and the broader community.

Overview of the role

The Part-Time IT Help Desk Support serves as the onsite, first line of technical support for Fresh Start staff. This role bridges the gap between our remote Managed Service Provider and daily on-site technology needs. This position ensures staff receive timely, hands-on support for hardware, software, and basic connectivity issues while coordinating closely with the IT MSP for escalations and infrastructure-level support.

You will assist with device setup and configuration, hardware maintenance, software installation, and basic network support. The ideal candidate is service oriented, dependable, and comfortable troubleshooting in person.

What you'll do:

• Technical Support & Troubleshooting
• Serve as the first point of contact for staff technical support requests.
• Troubleshoot and resolve basic hardware, software, and connectivity issues.
• Support hardware deployments, replacements, and setups and configurations of desktops, laptops, mobile devices, and computer peripherals.
• Assist with support for email, productivity suites (Microsoft 365/Google Workspace), and common applications.
• Escalate complex issues to senior IT staff or external vendors when necessary.
• Act as liaison between staff and the IT MSP to ensure clear communication and follow through.
• Help maintain network connectivity and resolve network-related issues.
• Account & System Support
• Assist with user account provisioning and de-provisioning.
• Document tickets, resolutions, and common issues in the help desk system.
• Maintain IT inventory and configuration records.
• Assist in user account management, group policies, and permissions within MS Active Directory.
• Assist in remediation efforts and project implementation.
• Training & Customer Service
• Provide clear and patient guidance to users of varying technical skill levels
• Communicate "how-to" tips for common tasks (e.g., password resets, VPN setup)
• Promote cybersecurity best practices

Who you are:

• Problem-solving: You like to identify the issue, analyze it, develop a solution, and evaluate its success. In addition, you know how to conduct research and find the right information.

• Self-motivated. You are motivated to do your best work each day and do not need to be prompted to complete your job duties. You communicate clearly and concisely.
• Clear communicator. You can communicate clearly and concisely. You're great at listening, identifying solutions, and providing respectful and productive communication to the people working with you.
• Collaborative. You are a dependable team player and enjoy working collaboratively towards a common goal. You're ready to roll up your sleeves and support as needed.

Work Environment:

• Occasionally lift to 35 pounds

Education and Experience:

• Associate degree in Information Technology, Computer Science, or related field preferred. Current associate or bachelor's degree-seeking students in a related field are encouraged to apply. Equivalent practical experience will also be considered.
• Comfort with Windows and/or macOS environments
• Familiarity with Microsoft 365 or Google Workspace support
• Basic networking and connectivity troubleshooting
• Help desk ticketing systems experience preferred