Help Desk Support Specialist

Help Desk Support SpecialistDuraServ 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.This Is Where Tier II Actually Means Something.DuraServ 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.What You'll OwnThe ResolutionProvide 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 itDeliver specialized support for Microsoft Azure, Office 365, and Dynamics 365 environments — platform knowledge is a requirement, not a preferenceHandle escalated helpdesk tickets with urgency and precision — every ticket resolved is a DuraServ team member back to full productivityManage, troubleshoot, and configure Azure Virtual Machines — including configuration, monitoring, and ongoing supportThe InfrastructureAddress and resolve Azure networking issues — virtual networks, subnets, VPN connectivity — with the technical fluency to diagnose and fix without escalating upwardManage new user onboarding end-to-end: account setup, email, permissions, and network and cloud environment integration — done right the first time, every timeDevelop 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 roomWho You AreYou 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 environmentA strong diagnostician — you analyze symptoms, isolate root causes, and resolve issues at the source rather than applying patches that create callbacksCloud-competent — you manage Azure VMs and networking components with confidence, not cautionClear communicator — you explain technical issues and resolutions to non-technical end users without condescension and without losing accuracyDocumentation-disciplined — your procedures, configurations, and troubleshooting steps are current, complete, and usable by someone who wasn't in the room when the issue happenedComposed and prioritized under volume — you manage multiple tickets simultaneously, triage effectively, and don't let urgency drive you to shortcuts that create problems downstreamWhat We're Looking ForRequired5+ years of combined experience in Windows OS, Microsoft Azure, and Microsoft 365 supportDemonstrated Tier II or higher support experience — you have handled escalated tickets and resolved issues that Tier I could notHands-on experience with Azure Virtual Machines and Azure networking components — virtual networks, subnets, VPN connectivityProficiency with technical support ticketing systems and remote support toolsPreferredHigh School diploma or equivalent required; associate or bachelor's degree preferredExperience supporting Microsoft Dynamics 365 environmentsFamiliarity with new user provisioning workflows including account setup, permissions, and cloud environment integrationMicrosoft certifications (AZ-104, MS-900, or equivalent) are a meaningful differentiatorWhat's in It for YouCompetitive compensation commensurate with experienceFull benefits package: medical, dental, vision, and 401K with company matchCompany-provided life insurance, short-term and long-term disabilityExposure to a national enterprise Microsoft stack across Azure, O365, and Dynamics 365A stable, office-based environment at DuraServ Corporate in Coppell, TX — no travel requiredA team that values technical precision, documentation discipline, and getting it right the first timeThe opportunity to be the IT infrastructure backbone for a growing national organizationA Note to the Right Candidate.If you've been in a support role where tickets got closed but problems didn't get solved — where documentation was an afterthought and the same issues came back every quarter — this is a different standard.DuraServ's IT function supports the people who keep one of the largest commercial dock and door operations in the country running. When the technology works, the business runs. When it doesn't, you're the person who fixes it — and the person who makes sure it doesn't happen again.Where knowledge meets purpose. That's the standard you'll hold — and the team you'll join.APPLY NOW — Technical Specialists Wanted.Hit Apply. Tell us what you've resolved, what Azure environments you've managed, and how your documentation holds up when you're not in the room.Please note: This is NOT a remote or hybrid role. This position is based on-site at DuraServ Corporate in Coppell, TX.About DuraServDuraServ is a national leader in commercial dock and door solutions, operating across the U.S. and Canada since 2001. Our IT team is the invisible infrastructure that keeps nine regions connected and operational — and we hire people who understand what that responsibility actually means.DuraServ is an Equal Opportunity Employer.