Help Desk Analyst II

Endurance IT Services•Norfolk, VA

11d•Onsite

About The Position

We are seeking a Technical Support Analyst II for a 7-month onsite opportunity with our Endurance client. This role focuses on providing telephonic technical end-user support with exceptional communication skills and empathy for user issues. The analyst will maintain, analyze, troubleshoot, and repair Windows-based systems, hardware, and peripherals, while ensuring secure and efficient system administration. Responsibilities include managing Active Directory accounts, performing installations and upgrades, resolving hardware/software issues, and maintaining compliance with security and regulatory standards.

Requirements

Strong phone-based communication skills and empathy for end-user issues.
Hands-on experience with Windows operating systems, hardware troubleshooting, and system maintenance.
Knowledge of Active Directory administration and identity/access management.
Familiarity with IT security principles and compliance standards.
Ability to diagnose and resolve hardware/software/application issues.
Organizational skills for documentation and lifecycle management.
Ability to work independently and follow direction from Service Desk Manager.
PMP (preferred), CAPM, ACP, APM, CompTIA Project+

Nice To Haves

CompTIA A+
Network+
Security+
Microsoft MS-900 Fundamentals
Other relevant IT certifications.

Responsibilities

Provide telephonic technical end-user support with excellent phone skills and empathy.
Maintain, analyze, troubleshoot, and repair Windows-based computer systems, hardware, and peripherals.
Document, maintain, upgrade, or replace hardware and software systems.
Support and maintain Windows Active Directory user accounts, including rights, security, and group memberships.
Manage user account information and passwords in client-specific applications.
Perform installation, monitoring, troubleshooting, relocations, and maintenance of communications equipment.
Identify and resolve basic communications problems.
Prepare or assist in preparing service record documentation.
Ensure compliance with standards and regulatory requirements.
Provide technical assistance and support for applications and hardware issues.
Install, maintain, move, and assist in testing and upgrading hardware/software.
Review and recommend procurement of IT equipment.
Maintain necessary security controls over software.
Make presentations and briefings for training sessions; prepare reports and documentation.
Follow all requests from the Service Desk Manager.
Serve as the primary point of contact for technical assistance, delivering exceptional customer-focused support.
Diagnose and resolve hardware, software, and application issues efficiently.
Oversee health and performance of Windows-based systems through proactive monitoring and timely repairs.
Manage lifecycle activities such as upgrades, replacements, and documentation.
Maintain secure user access by administering Active Directory accounts and permissions.