Junior Service Desk Technician

CI Azumano•Virginia Beach, VA

About The Position

CI Azumano, Seneca Holdings’ full-service travel management company, is seeking a customer-focused Junior Service Desk Technician to help keep travel agents’ technology operational. The role provides first-level support to internal users, troubleshoots and resolves hardware, software, network, and security issues, and assists with computer provisioning, training setups, infrastructure maintenance, and cybersecurity compliance. The technician documents and prioritizes tickets, follows issues through resolution, meets service-level and customer-satisfaction goals, and works with business partners and end users to minimize operational downtime. The position requires a professional, supportive approach, including differentiated service for VIPs. Night shifts may be needed on a surge, rotational, or as-needed basis. CI Azumano describes its work environment as collaborative and its total rewards package as including competitive pay, benefits and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. Regular full-time employees working at least 30 hours per week are eligible for benefits and paid leave programs.

Requirements

Bachelor's degree in computer science or engineering; candidates with a high school diploma or associate degree and technical certifications such as Microsoft, CompTIA, or Security+ will also be considered.
Knowledge of Microsoft operating systems and ability to troubleshoot issues through resolution.
Technical skills in desktop builds, including imaging, software, licensing, inventory management, and shipping.
Skills in new-user provisioning, Windows desktop management, password management, and MFA enrollment.
Knowledge of Office 365, including Exchange, Word, Excel, Teams, SharePoint, and Entra/Purview.
Knowledge of Active Directory and security groups.
VPN management skills.
Experience configuring workstations, software, and hardware.
Experience in a customer-facing service role.
Ability to work night shifts if needed, including during surges, on a rotational basis, or as needed.
Willingness to learn; adaptability; intellectual curiosity; professionalism; respectfulness; mission orientation; enthusiasm; and commitment as a team member.
Excellent verbal and written communication skills and a strong sense of urgency.
Ability to pass a background screening.
Ability to consistently meet the stated vision of “Excellence beyond Expectation in everything we do for our employees, clients and community.”

Responsibilities

Provide tier-one technical support by phone, email, and chat for IT service issues.
Triage, prioritize, and work service desk tickets with some oversight.
Troubleshoot and resolve hardware, software, networking, and security issues, including headphone audio, call center login, email, and remote-office network connectivity problems.
Assist with group Outlook mailbox configuration and staff email setup issues.
Monitor alerts from Office 365, DLP, vulnerability, and remote management tools; create tickets and address issues proactively.
Document, categorize, and prioritize tickets; respond, escalate, and follow up through closure; and record resolution steps to improve future outcomes.
Build a reference library of common fixes and help refine policy and standard operating procedure documentation.
Provide positive, supportive service, including differentiated service levels for VIPs, while maintaining professional relationships with agents, colleagues, and management.
Meet ticket service-level agreement and customer-satisfaction goals on tickets and projects.
Assist with provisioning new computing assets, planning setups to match new-hire schedules, and using checklists for accurate delivery.
Update company asset inventory, pack and ship computers and peripherals, and build corporate computer images.
Configure hardware and software, provision licenses, assist with new-staff MFA enrollment, and validate remote-management and endpoint-security agent installations.
Complete offboarding tasks within limited time frames.
Set up computing equipment and profiles for training sessions; coordinate PC setup with Travel Technology and troubleshoot trainee network or equipment issues.
Configure company software, hardware, and networks and maintain the configuration baseline through change-management processes.
Recommend notifications and alerts based on service-level agreements.
Troubleshoot printers, fax machines, and scanners; replace toner; and resolve staff printing issues.
Assist staff with access to storage devices, OneDrive, SharePoint, and Teams.
Monitor the operating environment and escalate recurring issues and lessons learned to support continuous improvement.
Support configuration of network, software, and hardware controls for NIST 800-171 cybersecurity requirements and PCI, PII, and PHI data-security compliance.
Research and document DLP non-compliances and escalate them as appropriate.
Enforce password changes, set up and troubleshoot VPN clients, and escalate incidents and vulnerabilities for proactive mitigation.