Job Description

Position Title: Technical Support Analyst II

Contract Duration: 7 Months

Work Location: Norfolk, VA

Employment: Onsite (100%)

About Us: Endurance IT Services provides Managed IT Services, Cybersecurity Solutions, and IT Consulting to help businesses stay secure and productive. We also offer IT Staffing for Direct-Hire, Contract-to-Hire, and Contract roles, plus internal full-time positions.

Note: Some opportunities may not be exclusive and can change as we work with clients but our goal is always to help candidates find the right job.

The Technical Support Analyst II is a critical role responsible for delivering high-quality, phone-based technical support to end users in a fast-paced, onsite environment in Norfolk, VA. This position ensures minimal downtime and optimal system performance by troubleshooting and resolving hardware, software, and application issues across Windows-based systems. The analyst manages user access through Active Directory, supports communications systems, maintains accurate documentation, and contributes to IT security and compliance. With a strong focus on customer service, technical accuracy, and operational efficiency, this role plays a key part in maintaining secure, productive, and reliable IT operations.

Responsibilities:

• Provide empathetic, phone-based technical support to end users, resolving issues promptly and professionally.
  
• Maintain, troubleshoot, and repair Windows-based computers, hardware, and peripheral devices.
  
• Manage Active Directory user accounts, including permissions, rights, and group memberships.
  
• Support user account management across client-specific applications and systems.
  
• Install, upgrade, move, and test hardware and software systems as needed.
  
• Monitor, diagnose, and resolve basic communications and network-related issues.
  
• Document all service activities, incidents, and system changes with accuracy and consistency.
  
• Ensure compliance with security policies, regulatory standards, and internal controls.
  
• Assist in evaluating and recommending IT equipment procurement based on performance and needs.
  
• Prepare and deliver training materials, briefings, and reports for users and internal teams.
  

Qualifications:

• Proven experience in technical support or system administration within a Windows environment.
  
• Strong troubleshooting skills for hardware, software, and application issues.
  
• Hands-on experience managing Active Directory user accounts and access controls.
  
• Familiarity with communications equipment and basic network support.
  
• Excellent verbal communication skills with the ability to explain technical concepts clearly and empathetically.
  
• Preferred certifications: CompTIA A+, Network+, Security+, Microsoft MS-900 Fundamentals, or equivalent.
  
• Preferred project management credentials: PMP, CAPM, ACP, APM, or CompTIA Project+.
  
• High attention to detail, strong documentation practices, and commitment to security and compliance.
  

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