Help Desk Specialist

We are seeking a Help Desk Specialist to provide frontline technical and business-application support for a large Human Services environment. The specialist will support users through phone, remote, ticketing, email, and onsite channels, with a strong focus on Microsoft Dynamics 365 and first-contact issue resolution., * Serve as the first point of contact for employees requiring technical or business-application assistance.

• Provide support through tickets, telephone, email, remote sessions, and onsite interactions.
• Troubleshoot and resolve Tier 1 and Tier 2 incidents and service requests.
• Prioritize first-contact resolution whenever appropriate.
• Provide frontline support for Microsoft Dynamics 365 and other departmental business applications.
• Troubleshoot application and user issues and determine appropriate next steps.
• Accurately document incidents, service requests, troubleshooting steps, resolutions, and escalations in the ticketing system.
• Triage and route application, infrastructure, data, security, and business-process issues to appropriate technical teams.
• Support user accounts, application access, permissions, password resets, account unlocks, and related identity/access requests.
• Assist users during application implementations, upgrades, migrations, system changes, and technology transitions.
• Identify recurring issues and contribute to improved support processes.

• Create and maintain: *

• Knowledge-base articles
• Standard operating procedures
• User guides
• FAQs
• Technical training materials
• Conduct individual and group end-user training as needed.
• Collaborate with technical and business teams to maintain user productivity and business continuity.
• Perform other duties as assigned to support departmental operations.

This role is ideal for a help desk professional with at least 2 years of recent Tier 1 technical support experience who is comfortable troubleshooting application, access, account, and end-user technology issues., * 2+ years of recent experience providing Tier 1 technical help desk support.

• Experience troubleshooting end-user technical issues.
• Strong customer service and communication skills.
• Ability to diagnose problems, document solutions, and appropriately escalate complex issues.
• Ability to work effectively with both technical and non-technical users.
• High school diploma or GED required.

Preferred Qualifications

• Associate’s degree or higher in Computer Science, Information Technology, or a related field.
• Experience supporting Microsoft Dynamics 365 or other enterprise business applications.
• CompTIA A+ certification.
• HDI Support Center certification.
• Microsoft Certified Professional certification.
• Experience with ticketing/service management systems.
• Experience providing end-user training and creating technical documentation.

Additional Requirements

• Valid Arizona driver’s license required upon hire.
• Must be able to obtain an Arizona Department of Public Safety Level 1 Fingerprint Clearance Card.
• Must be comfortable working in a hybrid environment.
• Minimum 2 days onsite per week, currently Tuesday and Wednesday; additional onsite presence may be required based on business needs.
• Strong attention to detail and ability to manage multiple support requests in a fast-paced environment.

Physical & Work Environment

• Frequent computer use, typing, and data entry.
• Ability to view computer screens and work with details at close range.
• May occasionally require bending, reaching, kneeling, and stooping.
• Ability to lift up to 50 lbs., including laptops, telephones, headsets, and storage materials.
• Ability to maintain productivity while handling multiple user requests and competing priorities.

Ideal Candidate

The ideal candidate is a customer-focused Help Desk Specialist who combines strong Tier 1 troubleshooting skills with excellent communication and documentation abilities. Experience with Microsoft Dynamics 365, enterprise applications, account/access support, and ticket-based environments will be highly valuable.