Help Desk Specialist

Seeking a Help Desk Specialist to provide Tier 1/Tier 2 technical and application support for the Human Services Department’s Microsoft Dynamics 365 system., * Serve as first point of contact via phone, tickets, and email.

• Troubleshoot and resolve Tier 1/Tier 2 incidents and service requests.
• Support Microsoft Dynamics 365 and other business applications.
• Handle account access, permissions, password resets, and unlocks.
• Document incidents, troubleshooting, resolutions, and escalations.
• Triage technical, application, data, security, and business-process issues.
• Assist with system implementations, upgrades, migrations, and technology changes.
• Create knowledge-base articles, SOPs, user guides, FAQs, and training materials.
• Provide end-user training as needed.

• 2 years of recent Tier 1 technical help desk experience.
• High school diploma or GED.
• Experience with troubleshooting and end-user support.

Preferred:

• Associate’s degree or higher in Computer Science/related field.
• CompTIA A+, HDI Support Center, or Microsoft certification.

Additional Requirements:

• Valid Arizona driver’s license.
• Ability to obtain Arizona DPS Level 1 Fingerprint Clearance Card.
• Background check required; drug screen not required.