Desktop Support Technician

Job Description

IT Support Specialist - End-User Services & Systems Administration


Contract Duration: 12 Month Contract (possible extension)

Location: Virginia Beach, VA

Work Arrangement: On-site 100%


About Us


Endurance IT Services provides Managed IT Services, Cybersecurity Solutions, IT Consulting, and IT Staffing for Direct-Hire, Contract-to-Hire, and Contract placements. We partner with organizations across the region to deliver highly skilled technical talent aligned with business needs and long-term growth.


Overview


We are seeking a highly skilled IT Support Specialist to deliver exceptional, phone-based technical support and end-user services across the organization. This role is the primary point of contact for resolving hardware, software, application, and account-related issues-ensuring minimal downtime and a seamless technology experience.

The ideal candidate combines strong technical acumen with outstanding communication, empathy, and customer-focused problem-solving skills. This position plays a critical role in maintaining system reliability, administering Windows and Microsoft 365 environments, supporting user accounts, and ensuring technology compliance and security.

The IT Support Specialist will contribute to system efficiency, hardware and software deployment, documentation quality, and ongoing improvement of IT service delivery.


Responsibilities

• Provide high-quality, phone-based technical support with empathy, professionalism, and clarity.
• Diagnose, troubleshoot, and resolve issues involving Windows-based systems, applications, and hardware peripherals.
• Maintain, upgrade, troubleshoot, and replace hardware and software systems while documenting all actions.
• Administer MS Office 365 and Windows Active Directory accounts, including permissions, rights, and group memberships.
• Support user account management for specialized or proprietary client applications.
• Install, relocate, monitor, and troubleshoot communication devices and network-related issues.
• Identify and resolve basic network and connectivity problems; escalate complex issues as appropriate.
• Prepare, update, and maintain accurate service tickets, technical documentation, and system activity records.
• Ensure all technical activities comply with security, regulatory, and industry standards.
• Assist with deployment, integration, configuration, and testing of new hardware and software solutions.
• Deliver user training sessions, presentations, or briefings to enhance technology adoption and proficiency.
• Review, recommend, and support procurement of IT equipment based on lifecycle planning and technical needs.
• Maintain strong security and access control over software, systems, and organizational data.
• Perform additional support-related duties as required to meet evolving business needs.

Preferred Qualifications

• CompTIA certifications such as A+, Network+, or Security+
• Microsoft MS-900 Fundamentals or equivalent Microsoft Cloud familiarity
• Experience working with Service Now or comparable ITSM/ticketing systems
• Strong understanding of Windows OS, Active Directory, and Microsoft 365 administration
• Familiarity with network fundamentals and troubleshooting connectivity or device issues
• Excellent communication skills with the ability to explain technical concepts clearly
• Strong documentation, reporting, and compliance awareness
• Ability to deliver training, technical guidance, or user education
• Demonstrated commitment to high-quality customer service and service excellence
• Strong analytical, problem-solving, and multitasking abilities

Minimum Requirements

• Proven experience in end-user technical support, preferably in a phone-based or service desk environment
• Hands-on experience with Windows-based systems and Microsoft 365 administration
• Familiarity with hardware/software deployment and lifecycle management
• Knowledge of basic networking concepts and communication equipment
• Equivalent combinations of education, certifications, and experience will be considered