Desktop Support Technician

Norfolk, United States | Posted on 01/13/2026

Contract Duration: 12 months

Employment: Onsite (100%)

About Us: Endurance

IT Services provides Managed IT Services, Cybersecurity Solutions, and IT Consulting to help businesses stay secure and productive. We also offer IT Staffing for Direct-Hire, Contract-to-Hire, and Contract roles, plus internal full-time positions.

Note: Some opportunities may not be exclusive and can change as we work with clients but our goal is always to help candidates find the right job.

This role is a critical component of the IT support team, responsible for delivering high-quality, customer-focused technical assistance to end users through telephonic support. The position ensures the reliability, security, and efficiency of Windows-based systems, hardware, and software across the organization. By maintaining Active Directory, managing user access, supporting communications infrastructure, and adhering to compliance standards, the incumbent plays a key role in sustaining operational continuity.

The individual will also contribute to system upgrades, procurement recommendations, and user training, ensuring technology resources are aligned with business needs. This position requires a blend of technical expertise, strong communication skills, and a commitment to service excellence.

• Serve as the primary point of contact for end-user technical support via phone, delivering empathetic and efficient resolution of issues.
• Diagnose, troubleshoot, and resolve hardware, software, and application problems to minimize downtime.
• Maintain, upgrade, and replace Windows-based systems, peripherals, and related hardware/software.
• Administer MS Office 365 and Windows Active Directory user accounts, permissions, and group memberships.
• Support user account management for client-specific applications, including password resets and access rights.
• Install, relocate, and troubleshoot communications equipment and network connectivity issues.
• Monitor system performance, document service activities, and prepare technical reports and service records.
• Ensure compliance with industry standards and regulatory requirements in all technical tasks.
• Participate in the procurement, deployment, and testing of new IT equipment and software.
• Maintain security controls over software and systems to protect organizational data.
• Deliver training sessions, presentations, and briefings to enhance user proficiency and system adoption.

• Proven experience in telephonic technical support with strong communication and empathy skills.
• Hands-on experience in troubleshooting and maintaining Windows-based systems, hardware, and peripherals.
• Experience with MS Office 365 administration and Windows Active Directory management.
• Familiarity with ticketing systems, preferably Service Now.
• Knowledge of network and communications equipment, including installation and basic troubleshooting.
• Ability to prepare technical documentation, reports, and service records.
• Understanding of IT compliance, regulatory standards, and security best practices.
• Experience in hardware/software deployment, upgrades, and lifecycle management.
• Strong organizational and time management skills with a focus on user satisfaction.

• CompTIA A+, Network+, Security+, Microsoft MS-900 Fundamentals, and any other relevant IT certifications.