IT Help Desk Technician

Networking Technologies and Support, Inc.; Hampton (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

Networking Technologies and Support, Inc. seeks an IT Help Desk specialist to provide Tier I/II support for employees, troubleshooting Windows 10/11, printers, and mobile devices, and resolving AD, M365, and network issues.

You will document incidents in ServiceDesk Plus and ManageEngine, manage deployments and asset tracking, and ensure timely updates and SLA adherence. The role emphasizes strong communication, multitasking, and a proactive learning mindset in a fast-paced support environment.

Qualifications

• 2+ years of IT Help Desk or Desktop Support experience.
• Hands-on experience with ManageEngine tools is highly preferred.
• Experience with Windows 10/11, Microsoft 365, and Active Directory.
• Familiarity with printers/peripherals and basic networking concepts.
• Strong troubleshooting, documentation, and communication skills.

Responsibilities

• Provide Tier I/II Help Desk and desktop support for employees.
• Troubleshoot Windows 10/11 desktops, laptops, printers, and mobile devices.
• Resolve hardware, software, network, and M365 issues.
• Document incidents and requests using ManageEngine ServiceDesk Plus.
• Support endpoint deployment, patch management, and asset management.
• Create and manage Active Directory accounts, resets, and permissions.
• Install, configure, and maintain desktop hardware/software.
• Escalate complex issues and maintain timely customer communication.
• Deliver customer service while meeting SLAs.
• Follow ITIL-based incident, request, and problem management.

Skills

Troubleshooting

Windows 10/11

Microsoft 365

Active Directory

Networking basics

Verbal communication

Written communication

Tools

ManageEngine

ServiceDesk Plus

ManageEngine Endpoint Central

Job description

What You’ll Do

• Provide Tier I/II Help Desk and desktop support for employees.
• Troubleshoot Windows 10/11 desktops, laptops, printers, mobile devices, and peripherals.
• Resolve hardware, software, network connectivity, and Microsoft 365 issues.
• Document, prioritize, and resolve incidents and service requests using ManageEngine
• ServiceDesk Plus.
• Support endpoint deployment, software installation, patch management, and asset management using ManageEngine Endpoint Central.
• Create and manage Active Directory user accounts, password resets, group memberships, and permissions.
• Install, configure, and maintain desktop hardware and software.
• Escalate complex technical issues while ensuring timely customer communication.
• Deliver exceptional customer service while meeting established service level agreements (SLAs).
• Follow ITIL-based incident, request, and problem management processes.

Preferred Qualifications

• 2+ years of IT Help Desk, Desktop Support, or Technical Support experience.
• Hands-on experience with ManageEngine, ServiceDesk Plus, and/or ManageEngine Endpoint Central is highly preferred.
• Experience supporting:
• Windows 10/11
• Microsoft 365
• Active Directory
• Printers and peripheral devices
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.

What Makes You Successful

• Positive, customer-first attitude.
• Ability to multitask and prioritize in a fast-paced support environment.
• Strong documentation and organizational skills.
• Desire to continuously learn new technologies.{"AdvertisedLanguages": [] }>[... etc.]