Service Desk Engineer II

Job Description

Job Description

Endurance IT Services is growing our office team! We are seeking a customer-focused, T2 Help Desk professional to join our Managed Services practice. In this role, you will serve as the first point of contact for client technical support needs, providing timely troubleshooting and resolution of hardware, software, network, and issues related to Microsoft 365. The ideal candidate is a strong communicator who is passionate about delivering exceptional customer service and resolving technical challenges.

Work Arrangement:

• 100% onsite in Virginia Beach 
  
• Scheduled work hours for this role are 9am-6pm

Key Responsibilities

• Provide second-level support for client IT issues via phone, chat, and ticketing systems.
  
• Troubleshoot and resolve hardware, software, Microsoft 365, network, and connectivity issues.
  
• Manage, document, and update support tickets while meeting service-level expectations.
  
• Provide guidance and mentor ship to fellow service desk staff
  
• Escalate complex issues when necessary and collaborate with internal teams to drive resolution.
  
• Maintain accurate documentation of troubleshooting steps, client communications, and time entries.
  
• Deliver professional, courteous, and high-quality customer service.
  
• Participate in onsite client support activities as needed.
  

• High School Diploma or GED required.
  
• 3+ years of help desk experience servicing network/IT systems and troubleshooting
  
• Working knowledge of Microsoft server and desktop operating systems, specifically Server 2016 and later and Windows 10 and later. 
  
• Basic networking knowledge, switches, routers, firewalls, VLANs, wireless, Active Directory, Exchange, O365, Entra (Azure).
  
• Preferred experience supporting switches, routers, firewalls, wireless networks, and VLANs 
  
• Strong problem-solving, communication, and customer service skills.
  
• Microsoft, CompTIA, or related IT certifications are a plus.
  

About Endurance IT Services

Endurance IT Services provides Managed IT Services, Cybersecurity Solutions, Network Infrastructure, and IT Consulting to help businesses stay secure, connected, and productive. We also offer IT Staffing for Direct-Hire, Contract-to-Hire, and Contract roles, as well as internal full-time positions.

Some opportunities may not be exclusive and may evolve as we work with clients—but our mission remains consistent: helping candidates find the right job that aligns with their skills and career goals.