Help Desk Support Specialist

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.

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 Own

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 DuraServ 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

Who You Are

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 don’t let urgency drive you to shortcuts that create problems downstream

Help Desk, Microsoft Product Family, Help Desk, Problem Solving Skills, Microsoft Windows Azure, Territory Management, Profit & Loss, On Site Support, Sales, Microsoft Windows Operating System, Required

• 5+ 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

• Competitive compensation commensurate with experience
• Full benefits package: medical, dental, vision, and 401K with company match
• Company-provided life insurance, short-term and long-term disability
• Exposure to a national enterprise Microsoft stack across Azure, O365, and Dynamics 365
• A stable, office-based environment at DuraServ Corporate in Coppell, TX - no travel required
• A team that values technical precision, documentation discipline, and getting it right the first time
• The opportunity to be the IT infrastructure backbone for a growing national organization

A 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.

Please note: This is NOT a remote or hybrid role. This position is based on-site at DuraServ Corporate in Coppell, TX.

About DuraServ

DuraServ 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., DuraServ LLC and its affiliate businesses do not accept unsolicited resumes or candidate profiles from external recruiting/staffing agencies or search firms.

Any resume or candidate information submitted to any DuraServ employee - without a fully executed, written search agreement in place with DuraServ’s Talent Management team - will be deemed the property of DuraServ LLC. No placement fee will be owed or paid, now or in the future, regardless of whether the candidate is subsequently hired.

Agencies seeking to be considered as an authorized vendor must have a current, countersigned agreement with DuraServ LLC prior to submitting any candidates. Agencies should not contact hiring managers, regional leadership, or any other DuraServ LLC employee directly.

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