Help Desk Support Specialist

Overview

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. 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.

• 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
• 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

• 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

• 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

• 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

• 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 Dura Serv 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