Help Desk Support Specialist

About the role

DuraServ 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.

Responsibilities

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

Requirements

• 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

Preferred

• 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