Help Desk Analyst II

21 hours ago

Norfolk, Virginia, United States Endurance IT Services Full time

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.

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.
Qualifications
  • 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.

Required Certifications:

  • PMP (preferred), CAPM, ACP, APM, CompTIA Project+

Nice-to-Have Certifications:

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

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