Help Desk Support - Entry level

Endurance IT Services•Norfolk, VA

About The Position

At Endurance IT Services we are always on the lookout for talented individuals who are passionate about making a difference. Our team is dedicated to innovation, excellence, and creating value for our clients and community. We believe in fostering a collaborative and inclusive work environment where everyone can thrive. We are seeking a Help Desk Analyst II with 1-2 years of experience in Windows 10/11 support, MS Office support, and PC/laptop hardware support. The ideal candidate will have strong customer service skills and the ability to provide phone support. As a Help Desk Analyst II, you will be responsible for providing technical support and customer service to associates and vendors. This role involves troubleshooting software issues, logging requests, and ensuring effective communication with end-users.

Requirements

Associate's Degree in any field from an accredited college or university or equivalent work experience.
1-2 years' experience working at a call center creating and troubleshooting tickets.
1+ year(s) experience developing technical documentation for customers.
1-2 years' experience with Level 2 technical software support.
1-2 years' experience performing desktop application support either remote or in-person.
Working knowledge of Microsoft Teams, Office 365, and Active Directory.
Experience using ticketing systems such as ServiceNow.
Excellent communication and customer service skills.
Ability to work in a fast-paced environment.
Detail-oriented and strong organizational skills.

Responsibilities

Receive requests from associates and vendors and provide technical support.
Log all incoming problems and requests and actions taken to resolve them.
Provide first response help desk support to all customers and users.
Assist in site support and project-specific assignments.
Troubleshoot and resolve problems and satisfy requests.
Support client business applications.
Provide follow-up status to end-users in accordance with support policies and procedures.
Ensure closed problems are adequately documented.
Assist with other tasks as assigned by management.
Notify management of all major incidents and problems immediately and confidentially.
Conduct quantitative and qualitative research related to processes, programs, and projects.
Update solutions knowledgebase and documentation.
Work with management on new projects as assigned.
Provide support to other units and/or divisions when called upon.