Help Desk Support Specialist

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Full Time Shared Team Services Corporate Office, Coppell, TX, US

5 days ago Requisition

WHERE KNOWLEDGE MEETS PURPOSE.

NINE REGIONS. HUNDREDS OF USERS. ONE PERSON THEY COUNT ON.

Dura Serv 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.

Help Desk Support Specialist | IT | Tier II Support | Azure. O365. Dynamics 365. Own the Stack.

Dura Serv operates a national field service organization — technicians in the field, sales representatives managing territories, branch leaders running P&Ls, and corporate teams supporting all of it. Every one of them depends on technology that works. When a ticket escalates past Tier I, it lands with you — and it needs to be resolved, documented, and closed without creating downstream problems.

As a Help Desk Support Specialist, you 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. You're not a generalist who dabbles in cloud environments. You're a specialist who knows the Microsoft stack and resolves issues with precision.

If you're the person who actually fixes what Tier I couldn't — and you take documentation as seriously as diagnosis — this role was built for you.

The Resolution

• 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 Dura Serv team member back to full productivity
• Manage, troubleshoot, and configure Azure Virtual Machines — including configuration, monitoring, and ongoing support

The Infrastructure

• 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

You don't just close tickets. You solve problems — and you document the solution so the next one gets handled faster.

• 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…