Help Desk Support Specialist II - DuraServ : Job Details

Job Summary

We are seeking a skilled Help Desk Support Specialist II to provide technical support for a wide range of IT issues with a focus on Microsoft Azure, Office 365, and Dynamics 365 environments. This role will involve troubleshooting, resolving tickets related to standard Windows OS, networking, printers, and connectivity, as well as managing user onboarding, supporting Microsoft cloud platforms, Azure Virtual Machines (VMs), Azure networking, and maintaining system efficiency.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

* Technical Support: Provide Tier II level support for Windows OS, networking, printers, connectivity issues, and other end-user devices.

* Cloud Platform Support: Offer specialized support for Microsoft Azure, including Azure Virtual Machines (VMs) and Azure networking, alongside Office 365 and Dynamics 365 environments.

* Azure VMs and Networking: Manage and support Azure Virtual Machines, including troubleshooting, configuring, monitoring, and maintaining VMs as required.

* Support and troubleshoot Azure networking issues, including virtual networks, subnets, security groups, and VPN connectivity.

* User Onboarding: Manage and support the onboarding of new users into the network, including setting up accounts, email, and permissions, and ensuring proper integration into the cloud environment.

* Ticket Management: Respond to and resolve escalated helpdesk tickets from Tier I, ensuring timely and accurate problem resolution.

* System Monitoring: Monitor and maintain system health for network, Azure VMs, Azure networking, and Office 365 environments, identifying and addressing potential issues proactively.

* Network & Connectivity: Troubleshoot and resolve network-related problems including connectivity issues, wireless access points, and VPN issues, both on-premises and in the Azure cloud.

* Printer & Peripheral Support: Provide support for printers, scanners, and other peripherals, diagnosing and resolving issues as needed.

* Documentation: Create and maintain accurate documentation of technical procedures, troubleshooting steps, and system configurations.

* User Training: Provide basic training and guidance to end-users on Office 365, Dynamics 365, and other critical applications.

* Collaboration with Teams: Work with other IT team members and departments on special projects, system upgrades, and technology implementations.

* Perform other tasks as assigned.

Knowledge, Skills, and Abilities

* (K) Knowledge of working with technology and Microsoft Office 365.

* (A) Ability to identify and resolve problems.

* (K) Strong knowledge of Windows operating systems and related troubleshooting techniques.

* (S) Excellent communication and problem-solving skills, customer-focused approach, and ability to work well under pressure.

* (K) Knowledge of Microsoft Dynamics 365 modules and functionality

* (S) Troubleshooting and issue resolution for Azure-based services

* (K) Familiarity with Power Platform and integrations

* (S) Strong SQL querying and database management skills

* (A) Customer service and issue prioritization

* (A) Problem-solving and critical thinking

* (S) Security and compliance knowledge

Leadership Competencies

At DuraServ, the following competencies are essential for success in the job: Action Oriented ? Communicates Effectively ? Customer Focus ? Decision Quality ? Drives Results ? Ensures Accountability ? Instills Trust ? Self-Development

Supervisory Responsibilities

* This position has no supervisory responsibilities.

Work Environment and Physical Demands

* In office environment

* Prolonged periods sitting at a desk and working on a computer

* Must be able to lift up to 15 pounds at times

Travel

* This job requires 10% planned business travel.

Education and Experience

* Associate or bachelor's degree in Information Technology, Computer Science or a related field required. Combined experience in this type of job role of two or more years with education is desirable.

* Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.

* Experience in IT support, helpdesk, or similar role with exposure to Microsoft Azure, Azure VMs, Azure networking, and Office 365, of at least 2-3 years, preferred.

* Experience with networking (TCP/IP, DNS, DHCP), and connectivity troubleshooting.

* Expertise in Microsoft Azure, particularly Azure VMs and Azure networking, including VPN, VNet peering, and security groups.

* Experience with Office 365 and Dynamics 365 administration and troubleshooting.

* Familiarity with user onboarding processes and system access management.

* Experience with printer and peripheral device troubleshooting and support.

* Certifications: Relevant certifications (such as Microsoft Certified: Azure Administrator, Azure Fundamentals, Office 365, or CompTIA Network+) are a plus.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of the required activities, duties, or responsibilities of the team member. Duties, obligations, and activities may change, or new ones may be assigned at any time with or without notice.

EEO Statement

DuraServ is an equal-opportunity employer. We prohibit discrimination and afford equal employment opportunities to team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Our EEO policy applies to all aspects of the relationship between DuraServ and its team members, including recruitment, employment, promotion, transfer, training, working conditions, compensation, benefits, and application of policies.