Help Desk Support Specialist

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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.

• 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.
• 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.

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

• 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.

• This position has no supervisory responsibilities.

• 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.

• This job requires no planned business travel.

• High school diploma or equivalent is required. Associate or bachelor’s degree, preferred.
• Combined experience in Windows OS, Azure, Microsoft 365 support practices of 1 or more years with education is desirable.
• Previous experience with technical support ticketing systems and remote tools preferred.

Dura Serv 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 Dura Serv and its team members, including recruitment, employment, promotion, transfer, training, working conditions, compensation, benefits, and application of policies.