Help Desk Support Specialist

CRS is a Phoenix-based company that helps insured families recover after unexpected home damage (fire, water, storm, earthquake, etc.) by providing temporary housing and relocation support. Working closely with insurance carriers, CRS manages everything from emergency hotel stays to long term housing, furniture, and necessities. In addition to housing placement services, we also streamline the repair and restoration process for damaged homes by tapping into our national network of general contractors. Since 1989, the company has built a reputation for reliability and world class, compassionate customer care powered by a team of professionals dedicated to supporting people during critical moments. Our goal is to make a difficult situation easier by coordinating housing solutions that fit the policyholder’s needs while also working within the guidelines of their insurance coverage.

Our office is in North Phoenix, off the North 101 Loop and 19th Ave. in Deer Valley.

As part of our commitment to a safe and trusted workplace, CRS requires all new hires to complete a pre-employment background check and drug screening.

CRS is an equal opportunity employer. We hire, develop, and promote individuals based on job-related qualifications and abilities. We offer a welcoming and inclusive environment in service to one another, our diverse clients, and the communities we call home. We do this with kindness, empathy and respect for each other.

About the Role

We are seeking a Help Desk Support Specialist to provide first level technical support to end users. You will troubleshoot hardware, software, and application issues, respond to tickets and service requests, and ensure timely communication and resolution. This role requires strong customer service, accurate documentation, and the ability to escalate complex issues appropriately.

• Compensation: $22.60/hr (approx. $47k/yr)
• Training: Three weeks in office Monday to Friday
• Schedule: Three weekdays in office, two weekdays remote
• Shift Hours: 8:00AM to 4:30PM (some flexibility after training)
• Computer and phone equipment will be provided. You must have reliable high speed internet service and a suitable workspace at your residence.

Duties/Responsibilities:

• Receive, triage, and resolve help desk tickets, requests, and inquiries in a timely manner.
• Diagnose and troubleshoot issues related to desktop/laptop hardware, operating systems, email, networks, and common business applications.
• Provide user support via ticketing system and approved communication channels (email/phone/chat).
• Maintain accurate, complete, and up to date ticket documentation, including troubleshooting steps and outcomes.
• Perform routine support tasks such as password resets, access requests, and account provisioning/deprovisioning (as applicable).
• Install, configure, and support standard software and peripherals according to established processes.
• Identify recurring issues and communicate trends to improve knowledge base content and service quality.
• Escalate unresolved issues to the appropriate technical teams or vendors with clear context and logs.
• Follow internal IT policies, security procedures, and change management guidelines.
• Assist with end-user onboarding/offboarding and provide basic training on supported tools.

Qualifications:

• Ability to research solutions to problems, gather information, and make recommendations.
• Excellent written and verbal communication skills with a focus on customer service.
• Strong problem-solving skills with a proactive and innovative focus.
• Must demonstrate accuracy, attention to detail, and excellent organization skills.
• Strong ability to multitask, keeping a sense of urgency while remaining deadline oriented.
• Proficient with Microsoft Office Suite (Outlook, Word, Excel, Teams, etc.)

Education and Preferred Experience:

• High School Diploma or equivalent required.
• A+ Certified preferred.
• Typing speed 50 wpm or higher preferred.
• Stable work history with excellent attendance.
• College coursework preferred.
• Atlassian Service Desk and JIRA issue-tracking experience.

Physical Requirements:

• Prolonged periods sitting at a desk (or standing) and working on a computer and phone headset.
• Ability to lift 25 pounds and move equipment and furniture.
• Ability to bend and crawl under desks.
• This position requires moving furniture and equipment when requested.