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.
• 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.