Help Desk Technician

Job Title: Help Desk Specialist

Duration: 5+ months contract with high possibility for extension

Location: Phoenix, AZ 85021 – Onsite Position

Skills Required

Serve as a first point of contact for HSD employees requiring technical or business-application assistance through tickets, telephone, email, and other support channels.

Troubleshoot and resolve Tier 1 and Tier 2 incidents and service requests, with an emphasis on first-contact resolution when appropriate.

Accurately document incidents, requests, troubleshooting activities, resolutions, and escalations in the department's ticketing system.

Triage and route application, infrastructure, data, security, and business-process issues to the appropriate HSD or County technical teams.

Support user accounts, application access, permissions, password resets, account unlocks, and related identity/access requests.

Provide frontline support for departmental business applications, including Microsoft Dynamics 365 and other current or future HSD systems.

Assist users during application changes, system implementations, migrations, upgrades, and 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.

Perform other duties as assigned to support departmental operations and business needs.

Experience Required

Two years of recent experience providing tier 1 support in a technical helpdesk environment

Education Required

High school diploma or GED

Education Preferred

Associate's degree or higher in Computer Science or a related field

CompTIA A+, HDI Support Center Certification, or Microsoft Certified Professional