Help Desk & QA Analyst

CSA Partners is a leading provider of cost segregation services, helping commercial property owners maximize tax savings through accelerated depreciation. Our team of experts specializes in identifying and reclassifying personal property assets to shorten the depreciation time for taxation purposes, resulting in significant tax benefits for our clients.  

The Position 

CSA Partners is hiring a hands-on Help Desk & QA Analyst to support two internal technology platforms: 

• ProjectWize – our Microsoft Dynamics 365 CRM implementation used across the business 
• SiteWize – a custom application (iPad + Windows) used internally to capture commercial real estate property information in the field 

This role is the first line of support for users and is responsible for troubleshooting and unblocking day-to-day issues, and for creating high-quality tickets when escalation is needed. The second major part of the job is manual QA; verifying bug fixes and new features before production release and helping define clear test plans that keep quality high. 

You’ll be successful if you enjoy solving puzzles, communicating clearly with technical and non-technical teammates, and confidently pushing high standards with developers. 

Key Responsibilities 

1) Front-Line Support (Help Desk) 

• Serve as the primary point of contact for questions and issues related to ProjectWize (Dynamics CRM) and SiteWize (iPad/Windows). 
• Troubleshoot user problems by: asking effective clarifying questions, validating expected vs. actual behavior, attempting to reproduce issues in a controlled way, and by applying known workarounds and “tricks” to get users unstuck quickly. 
• Provide clear and timely communication to users, including status updates and resolution confirmation. 
• Identify patterns when multiple users report similar symptoms and de-duplicate reports so the dev team can focus on root cause. 

2) Ticketing, Documentation, and Triage (Azure DevOps) 

• Create and manage tickets in Azure DevOps when issues require escalation. 
• Document issues with a level of detail that accelerates developer resolution: steps to reproduce, environment details (device type, OS, browser/app version, network conditions, etc.), screenshots and/or short screen recordings, expected vs. actual results, impact/severity and frequency. 
• Go beyond symptoms: use your growing product knowledge to capture suspected root cause areas (e.g., specific screens, workflows, data conditions, permissions, sync timing, connectivity). 
• Coordinate with development to confirm fixes, then close the loop with original reporters. 

3) Manual QA and Release Validation

• Perform structured manual QA on bug fixes and features prior to production deployment. 
• Validate that fixes address the reported issue and do not introduce regressions. 
• Write and maintain practical test plans / release checklists that other team members can follow. 
• Support release readiness by confirming critical workflows operate correctly across relevant devices (iPads and Windows where applicable). 

4) Quality Advocacy

• Maintain a high bar for quality: push back when a fix or feature is incomplete, unclear, or risky. 
• Collaborate with developers and stakeholders to clarify acceptance criteria and edge cases. 
• Help the team improve processes by identifying recurring failure modes and opportunities for better testing or documentation. 

Required Qualifications 

• 2+ years in a support, help desk, QA, or customer-facing technical troubleshooting role (internal IT support counts). 
• Strong troubleshooting instincts: can isolate issues, reproduce problems, and communicate findings clearly. 
• Comfortable creating detailed, actionable tickets in a system like Azure DevOps (or Jira, etc.). 
• Ability to create crisp documentation including screenshots and short videos/screen recordings. 
• Confident, professional communicator—able to work with both non-technical users and developers. 
• Strong ownership mindset: you follow issues through to resolution and confirm outcomes with users. 
• Willingness to work in-office in Lindon, UT. 

Preferred / Nice-to-Have Qualifications

• Familiarity with Microsoft Dynamics 365 / Dataverse or CRM systems. 
• Experience supporting mobile or field applications (offline workflows, sync timing, connectivity issues). 
• Experience writing test cases, test plans, or release checklists. 
• Basic understanding of web/app concepts (authentication, roles/permissions, caching, network conditions). 
• Exposure to automated testing concepts (e.g., Playwright) and interest in learning more over time. 

What Success Looks Like (First 90 Days)

• Users trust you as the “go-to” person to get unstuck quickly. 
• Tickets you write are consistently reproducible and require minimal back-and-forth from developers. 
• Duplicate issues are consolidated and tracked cleanly; trends are surfaced early. 
• You’re executing repeatable QA checks before releases and catching defects before production. 
• You contribute to a growing library of known issues, workarounds, and test checklists. 

Working Style & Expectations

• High attention to detail and a bias toward clarity. 
• Comfortable saying “not ready” and pushing for quality when something doesn’t meet the bar. 
• Able to juggle multiple incoming requests while staying organized and calm. 
• Collaborative, low-ego, and committed to improving the product and the user experience. 

What we provide

• Competitive compensation 
• Health insurance benefits 
• Life Insurance 
• Short and Long-term Disability 
• Paid Time Off 
• Paid Holidays 
• 401(k) plan with company match 

Disclaimer: This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of experience, skills, efforts, duties, responsibilities, or working conditions associated with the position. 

CSA Partners is an Equal Opportunity Employer.