Hybrid Help Desk Specialist: Dynamics 365 Support Pro

S R International Inc; Phoenix (AZ); Hybrid; USD 42,000 - 60,000; Full time

Job summary

S R International Inc is seeking a Help Desk Specialist to provide first-contact support for the Human Services Department’s Microsoft Dynamics System. You will handle tickets, phone and on-site assistance to resolve Tier 1/2 incidents and triage issues to appropriate teams.

The role requires 2 years of recent helpdesk experience, a high school diploma or GED, and possibly certifications such as CompTIA A+ or HDI. Hybrid office environment with potential on-site support and training duties.

Qualifications

• Two years of recent experience providing tier 1 support in a technical helpdesk environment.
• High School Diploma or GED Certificate required; an Associate degree or higher preferred.
• Certifications such as CompTIA A+, HDI Support Center Certification, or Microsoft Certified Professional.

Responsibilities

• Serve as a first point of contact for HSD employees via tickets, phone, email and other channels.
• Troubleshoot and resolve Tier 1 and Tier 2 incidents with emphasis on first-contact resolution.
• Document incidents, requests, troubleshooting steps, resolutions, and escalations in the ticketing system.
• Triage and route issues to appropriate HSD or County technical teams.
• Support user accounts, access, password resets, and related identity requests.
• Provide frontline support for Microsoft Dynamics 365 and other HSD systems.
• Assist with changes, migrations, upgrades, and technology transitions.
• Create and maintain knowledge-based articles, SOPs, user guides, FAQs, and training materials.
• Conduct individual and group end-user training as needed.
• Perform other duties as assigned to support departmental operations.

Skills

First line support

Ticketing

Troubleshooting

Documentation

End-user training

Education

High School Diploma or GED

Associate degree or higher

HDI Support Center Certification

Microsoft Certified Professional

CompTIA A+

Tools

Microsoft Dynamics 365

Job description

S R International Inc is seeking a Help Desk Specialist to provide first-contact support for the Human Services Department’s Microsoft Dynamics System. You will handle tickets, phone and on-site assistance to resolve Tier 1/2 incidents and triage issues to appropriate teams.

The role requires 2 years of recent helpdesk experience, a high school diploma or GED, and possibly certifications such as CompTIA A+ or HDI. Hybrid office environment with potential on-site support and training duties.