Help Desk Support Specialist

Southern Dock Products of Charlotte - A Division of DuraServ Corp; Coppell (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Full benefits package

Company-provided life insurance

Job summary

Southern Dock Products of Charlotte - A Division of DuraServ Corp is seeking a Help Desk Support Specialist based in Coppell, Texas. The role involves providing Tier II end-user technical support across Windows OS, Microsoft Azure, and Office 365, resolving escalated issues promptly while maintaining technical documentation.

Candidates should have at least 3 years of relevant experience, strong diagnostic skills, and a proficiency in managing Azure Virtual Machines and networking components, contributing to an efficient IT support environment without travel requirements.

Qualifications

• 3+ years of combined experience in Windows OS, Microsoft Azure, and Microsoft 365 support.
• Demonstrated Tier II or higher support experience.
• Hands-on experience with Azure Virtual Machines and networking components.

Responsibilities

• Provide Tier II end-user technical support for Windows OS, networking, and end-user device issues.
• Deliver specialized support for Microsoft Azure, Office 365, and Dynamics 365 environments.
• Manage, troubleshoot, and configure Azure Virtual Machines.

Skills

Windows OS

Microsoft Azure

Microsoft 365

Networking

Technical documentation

Education

High School diploma or equivalent

Associate or bachelor's degree preferred

Tools

Technical support ticketing systems

Job description

Overview

DuraServ is looking for a technically sharp Help Desk Support Specialist who resolves escalated issues fast, documents everything clean, and keeps the Microsoft stack running without friction. You will own Tier II end-user support across Windows OS, Microsoft Azure, Office 365, and Dynamics 365 — plus Azure VM management, networking troubleshooting, new user onboarding, and technical documentation.

Responsibilities

• Provide Tier II end-user technical support for Windows OS, networking, and end-user device issues — you pick up where Tier I stops and you close it
• Deliver specialized support for Microsoft Azure, Office 365, and Dynamics 365 environments — platform knowledge is a requirement, not a preference
• Handle escalated helpdesk tickets with urgency and precision — every ticket resolved is a DuraServ team member back to full productivity
• Manage, troubleshoot, and configure Azure Virtual Machines — including configuration, monitoring, and ongoing support
• Address and resolve Azure networking issues — virtual networks, subnets, VPN connectivity — with the technical fluency to diagnose and fix without escalating upward
• Manage new user onboarding end-to-end: account setup, email, permissions, and network and cloud environment integration — done right the first time, every time
• Develop and maintain current, accurate technical documentation for procedures, troubleshooting steps, and system configurations — your documentation is the institutional memory that protects the team when you're not in the room

Who You Are

• Technically fluent in the Microsoft stack — Azure, Office 365, and Dynamics 365 are not stretch goals; they are your daily operating environment
• A strong diagnostician — you analyze symptoms, isolate root causes, and resolve issues at the source rather than applying patches that create callbacks
• Cloud-competent — you manage Azure VMs and networking components with confidence, not caution
• Clear communicator — you explain technical issues and resolutions to non-technical end users without condescension and without losing accuracy
• Documentation-disciplined — your procedures, configurations, and troubleshooting steps are current, complete, and usable by someone who wasn't in the room when the issue happened
• Composed and prioritized under volume — you manage multiple tickets simultaneously, triage effectively, and don't let urgency drive you to shortcuts that create problems downstream

Required

• 3+ years of combined experience in Windows OS, Microsoft Azure, and Microsoft 365 support
• Demonstrated Tier II or higher support experience — you have handled escalated tickets and resolved issues that Tier I could not
• Hands-on experience with Azure Virtual Machines and Azure networking components — virtual networks, subnets, VPN connectivity
• Proficiency with technical support ticketing systems and remote support tools

Preferred

• High School diploma or equivalent required; associate or bachelor's degree preferred
• Experience supporting Microsoft Dynamics 365 environments
• Familiarity with new user provisioning workflows including account setup, permissions, and cloud environment integration
• Microsoft certifications (AZ-104, MS-900, or equivalent) are a meaningful differentiator

What’s In It For You

• Competitive compensation commensurate with experience
• Full benefits package: medical, dental, vision, and 401K with company match
• Company-provided life insurance, short-term and long-term disability
• Exposure to a national enterprise Microsoft stack across Azure, O365, and Dynamics 365
• A stable, office-based environment at DuraServ Corporate in Coppell, TX — no travel required
• A team that values technical precision, documentation discipline, and getting it right the first time
• The opportunity to be the IT infrastructure backbone for a growing national organization