Onsite Service Desk Engineer II: Customer-Focused IT Support

Endurance IT Services; Virginia Beach (VA); On-site; USD 30,000 - 39,000; Full time

Job summary

Endurance IT Services in Virginia Beach is seeking a 2nd-line Help Desk professional to be the first point of contact for client IT needs, troubleshooting hardware, software, and Microsoft 365 with a focus on timely resolution. This 100% onsite role runs from 9am to 6pm, requiring strong communication and customer service skills while maintaining thorough ticket documentation and SLA adherence.

The ideal candidate has 3+ years of help desk experience and relevant certifications (Microsoft,

Qualifications

• 3+ years of help desk experience servicing network/IT systems and troubleshooting.
• Working knowledge of Microsoft Server and desktop operating systems (Server 2016+; Windows 10+).
• Basic networking knowledge including switches, routers, firewalls, VLANs; Active Directory, Exchange, O365, Entra (Azure) familiarity.
• Microsoft, CompTIA or related IT certifications are a plus.

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 mentorship 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.

Skills

Customer service

Problem solving

Communication

Troubleshooting

Education

High School Diploma or GED

Tools

Microsoft Server 2016+

Windows 10+

Active Directory

Exchange

Office 365 / O365

Entra (Azure)

Job description

Endurance IT Services in Virginia Beach is seeking a 2nd-line Help Desk professional to be the first point of contact for client IT needs, troubleshooting hardware, software, and Microsoft 365 with a focus on timely resolution. This 100% onsite role runs from 9am to 6pm, requiring strong communication and customer service skills while maintaining thorough ticket documentation and SLA adherence.

The ideal candidate has 3+ years of help desk experience and relevant certifications (Microsoft,