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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Specialist - **Company:** Aureate Technologies Inc - **Location:** United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Access, Business Software, Computer Literacy, Issue Tracking Systems, Microsoft Dynamics, Enterprise Software Applications, Software Application Delivery, Software Troubleshooting, Information Technology, User Accounts - **Published:** October 3, 2026 - **Apply:** https://www.thejobnetwork.com/job/88ea284b-757a-477e-9ae0-ab46fe92df14/it-help-desk-specialist ## About the Role 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. ## Description 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. ## Related Videos - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Blazing Accessibility Basics](https://www.wearedevelopers.com/videos/568-blazing-accessibility-basics) - [Open Source: The Engine of Innovation in the Digital Age](https://www.wearedevelopers.com/videos/1103-open-source-the-engine-of-innovation-in-the-digital-age) - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Software Developer Salary in Austria [2023]](https://www.wearedevelopers.com/magazine/213-software-developer-salary-in-austria-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)