Help Desk Engineer

Job Title: Help Desk Engineer

Department: Innovation 

Reports To: Senior Director of Innovation

Employment Type: Full-Time, Remote

Salary: 20.00-22.00/hr

Schedule: 8:00a-5:00p (will be flexible based on location) 

About AccuSourceHR: AccuSourceHR™ workforce solutions is a full-service employment screening organization with headquarters in Phoenix, Arizona. Since its inception in 1999, AccuSourceHR™ has been committed to continuously promoting a balance between affording innovative technology resources and providing high-quality, consistent, US-based client care. This objective is reinforced with the belief every client is unique and deserves a customized program of quality background and drug screening solutions to meet their specific organizational goals. As a PBSA-accredited provider, AccuSourceHR™ strives to ensure every client is confident in their program and views our team as an extension of their organization’s human resources, security, and risk mitigation teams. AccuSourceHR™ is equally dedicated to fostering a positive employee experience ensuring our team members feel valued, supported, and empowered in their roles. Our company culture is built on collaboration, continuous learning, and commitment to excellence, which we believe directly enhances the quality of service we provide to our clients.

Core Value Summary: As an AccuSourceHR staff member it is important that you embrace our company core values.

• Customer Obsessed: We believe that if we provide a great product and create a great customer experience at a fair price, that every customer can be a customer for life. A core part of our DNA is to be obsessed with providing an outstanding customer experience every day.
• Collaboration: We openly share ideas, skills, and experiences to solve problems, improve performance, and help team members. AccuSourceHR staff works together to make our business great; We create amazing customer experiences every time.
• Innovation: We successfully implement new ideas that create value for our customers and stakeholders. Innovation starts with a new idea. It could be a plan for an improved product or service; It could be an updated method for streamlining our operations.
• Passionate: We have intense enthusiasm and excitement for what we do for our customers, partners, and team members. Our passion for our work is often the difference between doing the work and doing the work exceptionally well.
• Transparency: We share thoughts and opinions honestly and respectfully. Transparency promotes open communication and leads to forming healthy relationships by emphasizing being direct with people in our workplace.
• Accountability: We show up and set out to accomplish the things we said we would do. We take personal responsibility for our work. We have trust in our teammates and know we can count on each other to get things done. Team members take responsibility for both their performance and business outcomes.

Job Summary: The Technical Support Engineer I is an entry-level position focused on providing first-line technical assistance to both internal staff and external clients. You will play a critical role in troubleshooting and resolving issues related to AccuSourceHR’s web-based platform, integrations, and technical processes.

As part of your growth in this role, you will also have opportunities to investigate AWS logs, assist with MySQL database queries, and work with business intelligence tools such as Looker. This is a highly collaborative position requiring strong communication skills, attention to detail, and a customer-first mindset.

Key Responsibilities

• Respond to technical support tickets, emails, and inquiries from clients and internal users.
• Troubleshoot issues related to our applications, APIs, integrations, and configuration settings.
• Document and escalate complex issues to software engineering or DevOps as needed.
• Review application behavior and performance using logs and monitoring tools, including AWS CloudWatch.
• Perform light querying and data validation within MySQL databases under guidance from senior staff.
• Maintain accurate support documentation and contribute to the internal knowledge base.
• Participate in QA testing and validation of platform changes or enhancements.
• Support root cause analysis and post-incident reviews.
• Explore and assist with reporting/analytics tools such as Looker or other BI platforms.
• Work collaboratively with developers, product owners, and other stakeholders to resolve issues efficiently.

Qualifications and Skills: The requirements listed below are representative of the knowledge, skills and/or abilities for this position.

• Bachelor’s degree in a technical field (or equivalent experience).
• 1–2 years of experience in technical support or IT helpdesk preferred.
• Familiarity with AWS environments and basic understanding of log monitoring (e.g., CloudWatch).
• Foundational knowledge of MySQL or relational databases; ability to read and write simple queries a plus.
• Interest in or experience with BI tools such as Looker, Power BI, or Tableau.
• Understanding of web technologies such as HTML, XML, JSON, and REST APIs.
• Strong troubleshooting skills and ability to communicate complex technical issues clearly.
• Experience using ticketing systems, knowledge bases, and collaboration tools (e.g., Jira, Confluence, Zendesk).
• Ability to work both independently and as part of a cross-functional team.
• Comfortable in a fast-paced, client-facing environment.
• Familiarity with agile or scrum processes is helpful.

Physical Requirements:

• Must have a dedicated and ergonomic workspace at home conducive to focused work.
• Access to a stable and reliable high-speed internet connection.
• Adequate lighting and minimal background noise to support professional video calls and meetings.
• Ability to lift and carry up to 5 pounds occasionally, for tasks such as setting up a workstation or equipment.
• The ability to work comfortably and effectively in a home environment that meets ergonomic standards, including proper seating and desk setup.

Equal Employment Opportunity:

AccuSourceHR, Inc, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, pregnancy, gender identity, sexual orientation, status as a Vietnam-era, special disabled veteran or other veteran, or any other status or characteristic protected by applicable federal, state and/or local laws.

AccuSourceHR, Inc. reserves the right to modify, interpret, or apply the job description as needed. This job description is for informational purposes only and should not be construed as an offer or guarantee of employment.

Any offer of employment is conditional upon the successful completion of a background investigation and drug screening.

By submitting your application for and/or accepting this position, you acknowledge and agree that, if selected, you will be required to electronically sign certain employment-related documents upon commencing your position. This may include, but is not limited to, the offer letter, employment agreement, and other necessary forms. 

This job description is not designed to cover or contain all job duties required of the employee. There may be additional activities, duties and/or responsibilities that are required for this position that are not listed in this job description.