Technical Support Specialist/Desktop Support I

Job Description

Job Description

Position Description:
As the Help Desk Specialist, you will be part of a team responsible for phone, remote, and onsite end-user support for the Human Services Departments Microsoft Dynamics System.
The teams primary goal is to maintain the users of the HSD Dynamics System\'s ability to perform their daily business tasks and ensure business continuity by acting as the first line of contact for a wide array of issues in the Dynamics System.
As the Help Desk Specialist, you will actively participate in direct incoming Dynamics Ticket/telephone support (with a primary goal of first-contact issue resolution), and be a source for triaging Dynamics technical issues and escalating them as appropriate.
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.

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