Help Desk Support Specialist

DuraServ Corp • Coppell, TX

13h • Onsite

About The Position

The Help Desk Support Specialist I will provide support to end-users for devices, Windows OS issues, and escalated helpdesk tickets involving specialized support for Microsoft Azure, Office 365, and Dynamics 365 platforms. The specialist will also be responsible for the efficient onboarding of new users and maintaining detailed technical documentation for all procedures and system configurations.

Requirements

• Knowledge of IT Systems and Cloud Platforms specifically Microsoft Azure, Office 365, and Dynamics 365.
• The ability to diagnose, analyze, and resolve a wide range of technical issues, from end-user devices to complex cloud networking and escalated helpdesk tickets.
• Proficiency in managing and maintaining cloud environments, including the configuration, monitoring, and support of Azure Virtual Machines and networking components.
• The ability to provide empathetic, patient, and professional support to users, and to explain technical information clearly to both technical and non-technical audiences.
• The ability to manage multiple tasks, prioritize effectively, and handle administrative processes such as new user onboarding and helpdesk ticket resolution.
• The ability to create and maintain clear, accurate, and concise documentation of technical procedures, system configurations, and troubleshooting steps.
• High School diploma or equivalent is required.
• Combined experience in Windows OS, Azure, Microsoft 365 support practices of 1 or more years with education is desirable.

Nice To Haves

• Associate or bachelor’s degree, preferred.
• Previous experience with technical support ticketing systems and remote tools preferred.

Responsibilities

• Provide Tier II End-User Support by offering second-level technical assistance for common IT issues, including Windows OS, networking, and end-user devices.
• Provide specialized support for Microsoft Azure, Office 365, and Dynamics 365 environments.
• Handle the management, troubleshooting, and configuration of Azure VMs.
• Address and resolve issues related to Azure networking components such as virtual networks, subnets, and VPN connectivity.
• Manage the process of setting up new user accounts, including email and permissions, and ensuring their integration into the network and cloud environment.
• Respond to and resolve helpdesk tickets that have been escalated from a Tier I support level.
• Develop and keep documentation current for technical procedures, troubleshooting steps, and system configurations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees