Job Description
Job DescriptionHelp Desk Specialist
Location: Phoenix, AZ
Duration: 6 Months
Work Arrangement: Hybrid — Minimum 2 days onsite per week
Position Overview
We are seeking a Help Desk Specialist to provide phone, remote, and onsite end-user support for a Human Services Department's Microsoft Dynamics 365 system.
The Help Desk Specialist will serve as the first point of contact for employees experiencing technical or business-application issues. The primary objective is to maintain users' ability to perform their daily business functions, ensure business continuity, and achieve first-contact resolution whenever appropriate.
The role will provide Tier 1 and Tier 2 support, troubleshoot Dynamics-related issues, document incidents, triage technical problems, and escalate issues to the appropriate technical teams.
Key Responsibilities
- Serve as the first point of contact for employees requiring technical or business-application assistance through tickets, telephone, email, and other support channels.
- Provide phone, remote, and onsite end-user support.
- Troubleshoot and resolve Tier 1 and Tier 2 incidents and service requests, with an emphasis on first-contact resolution.
- Provide frontline support for Microsoft Dynamics 365 and other current or future departmental business applications.
- Accurately document incidents, service requests, troubleshooting activities, resolutions, and escalations in the ticketing system.
- Triage and route application, infrastructure, data, security, and business-process issues to the appropriate technical teams.
- Support user accounts, application access, permissions, password resets, account unlocks, and related identity and access requests.
- Assist users during application changes, system implementations, migrations, upgrades, and other technology transitions.
- Create and maintain knowledge-base articles, standard operating procedures, user guides, FAQs, and technical training materials.
- Conduct individual and group end-user training as needed.
- Participate in direct incoming Dynamics ticket and telephone support.
- Act as a source for triaging Dynamics technical issues and escalating them appropriately.
- Perform other duties as assigned to support departmental operations and business needs.
Required Skills
- Help desk and end-user technical support.
- Tier 1 and Tier 2 incident troubleshooting.
- Microsoft Dynamics 365 or similar enterprise business application support.
- Ticketing and incident management.
- User account and application access support.
- Password resets and account unlocks.
- Issue triage and escalation.
- Technical documentation and knowledge-base development.
- Strong verbal and written communication skills.
- Ability to provide effective individual and group user training.
Required Experience
- 2 years of recent experience providing Tier 1 support in a technical help desk environment.
Required Education
- High school diploma or GED.
Preferred Qualifications
- Associate's degree or higher in Computer Science or a related field.
- CompTIA A+, HDI Support Center Certification, or Microsoft Certified Professional certification.