Help Desk Support Specialist

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Full Time Corporate Office, Coppell, TX, US

4 days ago Requisition

WHERE KNOWLEDGE MEETS PURPOSE.

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

When the technology works, nobody notices. That's the goal.

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…