Job Summary (Help Desk Specialist Phoenix, AZ):
- Provide first-level (Tier 1) technical and business application support to users via tickets, phone, email, and other channels.
- Troubleshoot and resolve Tier 1 and Tier 2 incidents and service requests.
- Offer frontline support for Microsoft Dynamics 365 and additional business applications.
- Manage user accounts, application access, permissions, password resets, and account unlocks.
- Document all incidents, troubleshooting steps, resolutions, and escalations in the ticketing system.
- Triage issues related to applications, infrastructure, data, security, and business processes.
- Assist with application changes, migrations, upgrades, and technology transitions.
- Create and maintain documentation such as knowledge base articles, SOPs, FAQs, user guides, and training materials.
- Conduct end-user training individually or in groups as required.
- Position requires onsite work in Phoenix, AZ, with a minimum of 2 years of recent Tier 1 help desk experience.
- High School Diploma or GED required; Associate's degree or relevant certifications preferred.
- U.S. Citizens only.