Help 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.