Help Desk Support Specialist
About The Position
DuraServ is seeking a technically proficient Help Desk Support Specialist to manage escalated Tier II support issues within their Microsoft technology stack. This role involves resolving end-user technical problems across Windows OS, Microsoft Azure, Office 365, and Dynamics 365. The specialist will be responsible for troubleshooting and configuring Azure Virtual Machines, managing Azure networking, onboarding new users, and creating detailed technical documentation. The position requires a strong diagnostic ability, cloud competence, clear communication skills, and a disciplined approach to documentation, ensuring the smooth operation of technology for a national field service organization.
Requirements
- Technically fluent in the Microsoft stack: Azure, Office 365, and Dynamics 365.
- Strong diagnostic skills to analyze symptoms, isolate root causes, and resolve issues at the source.
- Cloud-competent with experience managing Azure VMs and networking components.
- Clear communicator, able to explain technical issues and resolutions to non-technical users accurately and without condescension.
- Documentation-disciplined, ensuring procedures, configurations, and troubleshooting steps are current, complete, and usable by others.
- Ability to manage multiple tickets simultaneously, triage effectively, and prioritize under volume.
- 3+ years of combined experience in Windows OS, Microsoft Azure, and Microsoft 365 support.
- Demonstrated Tier II or higher support experience, having handled escalated tickets.
- 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.
Nice To Haves
- 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.
Responsibilities
- Provide Tier II end-user technical support for Windows OS, networking, and end-user device issues, taking over from Tier I and ensuring resolution.
- Deliver specialized support for Microsoft Azure, Office 365, and Dynamics 365 environments.
- Handle escalated helpdesk tickets with urgency and precision to restore team 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 technical fluency.
- Manage new user onboarding end-to-end, including account setup, email, permissions, and network/cloud environment integration.
- Develop and maintain accurate technical documentation for procedures, troubleshooting steps, and system configurations.
Benefits
- Competitive compensation commensurate with experience
- Medical, dental, vision, and 401K with company match
- Company-provided life insurance, short-term and long-term disability
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
