Junior Service Desk Technician

Seneca Holdings • Virginia Beach, VA

21h

About The Position

CI Azumano Travel, Seneca Holdings’ full-service travel management company, is seeking a motivated, customer-focused Junior Service Desk Technician to support the Corporate Technology mission of keeping travel agents’ technologies operational. The position provides first-level technical support to internal users, troubleshooting hardware, software, network, and security issues and helping minimize downtime. The technician also assists with provisioning and configuring computers, preparing training equipment, maintaining the company’s technology environment, and supporting cybersecurity compliance. The ideal candidate is technically astute, communicates well, and is committed to delivering supportive service and “Excellence Beyond Expectation.”

Requirements

• Bachelor’s degree in computer science or engineering; candidates with a high school diploma or associate degree plus technical certifications such as Microsoft, CompTIA, or Security+ will also be considered.
• Knowledge of Microsoft operating systems and the ability to troubleshoot issues through resolution.
• Technical skills in desktop builds, including imaging, software, licensing, inventory management, and shipping.
• Knowledge of new-user provisioning, Windows desktop management, password management, and MFA enrollment.
• Knowledge of the Office 365 tenant, including Exchange, Word, Excel, Teams, SharePoint, and Entra/Purview.
• Knowledge of Active Directory, security groups, and VPN management.
• Ability to work night shifts if needed for surges, rotation, or as required.
• Experience configuring workstations, software, and hardware.
• Experience in a customer-facing service role.
• 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 company 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; document, categorize, and prioritize tickets in ticketing systems.
• Troubleshoot and resolve hardware, software, networking, and security issues, including headphone audio, call center logins, email, and remote-office network connectivity.
• Assist with configuration of group Outlook mailboxes and staff email.
• Monitor alerts from Office 365, DLP, vulnerability, and remote management tools; proactively create tickets and address issues.
• Respond to issues, escalate as needed, follow up through closure, and document resolution steps to improve future closure rates.
• Build a reference library of common fixes and contribute to continuous improvement.
• Provide positive, supportive service, differentiated service to VIPs, and maintain professional relationships with staff, business partners, colleagues, and management.
• Meet ticket service-level agreement and customer satisfaction goals.
• Assist with provisioning new computing assets, planning setups around new-hire needs, and using configuration checklists.
• Maintain accurate inventory and configuration management records; pack and ship computers, monitors, and peripherals.
• Build corporate computer images; configure hardware and software, provision licenses, and assist with new-staff MFA enrollment.
• Validate remote management tools and endpoint security agents, and complete offboarding tasks within required timeframes.
• Set up computing equipment and profiles for training sessions and new trainees; coordinate PC setup with the Travel Technology organization.
• Set up and troubleshoot training-class network connectivity and computing equipment performance.
• 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, escalate recurring issues and lessons learned, and help refine policies and standard operating procedures.
• Support configuration of network, software, and hardware controls to meet NIST 800-171 cybersecurity requirements.
• Support PCI, PII, and PHI data-security compliance requirements.
• Research and document DLP non-compliances and escalate as appropriate.
• Enforce password changes, set up and troubleshoot VPN clients, and escalate incidents and vulnerabilities for proactive mitigation.

Benefits

• Competitive pay.
• Medical, dental, vision, life, and disability coverage.
• Voluntary critical illness, hospital, and accident benefits.
• Health savings and flexible spending accounts.
• Retirement 401(k) plan.
• Paid leave programs for eligible full-time employees working at least 30 hours per week on a regular basis.
• Flexible work-life balance.
• Professional development opportunities.
• Performance and recognition programs.
• Collaborative work environment and culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level