Service Desk Technician

Endurion; Winston-Salem (NC); On-site; USD 42,000 - 60,000; Full time

Job summary

Endurion seeks a Service Desk Technician to deliver frontline IT support for a global enterprise, resolving hardware, software, network, and application issues across Windows environments. You will use Remedy AR and manage Active Directory, while providing professional customer service including VIP support to executives and staff.

The role requires DoD 8570 IAT Level I certification and a current Secret clearance, with Special Operations Force experience preferred.

Qualifications

• Proficient with Windows operating systems and Office applications.
• Strong verbal and written communication skills.
• Experience with incident tracking systems and IT support processes.
• Customer service oriented with VIP support experience preferred.

Responsibilities

• Serve as the initial point of contact for desktop, laptop, and mobile problems.
• Provide VIP-level support to executive users and staff.
• Troubleshoot Windows, Office, email, network, and peripherals.
• Document, track, and report problems in Remedy AR System.
• Manage user accounts via Active Directory and escalate issues as needed.
• Support server, network, and system troubleshooting; use remote tools like Dameware, RDP, and Terminal Services.
• Contribute to incident management with trending and prioritization.

Skills

Windows OS

MS Office

Active Directory

Remedy AR System

Tools

Dameware

RDP

Terminal Services

Job description

Endurion is seekinga Service Desk Tech who will interface directly with supported end-users to provide hardware, software, network, and applications problem resolution. The ideal candidate will be proficient with industry standard desktop operating systems and office automation software suites. Excellent verbal and written communication skills are required. Special Operations Force experience is preferred but not required. The role involves working rotating shift schedules, including nights, weekends, and holidays.

Position Overview:

The Service Desk Technician provides front‑line technical support for a global enterprise of more than 70,000 users, serving as the initial point of contact for resolving desktop, laptop, mobile, and application‑related issues. This role delivers high‑quality customer service, including VIP‑level support to executive users and their staff, while troubleshooting a wide range of technical problems across multiple Windows operating systems, Microsoft Office applications, email platforms, network connectivity, and hardware peripherals.

The technician is responsible for documenting and managing incidents through the Remedy Action Request system, performing account administration tasks in Active Directory, and escalating issues to specialized support teams when necessary. Additional responsibilities include supporting server, network, and system troubleshooting; utilizing remote‑support tools like Dameware, RDP, and Terminal Services; and contributing to incident management activities through trending, prioritization, and communication with senior personnel.

This position requires strong technical aptitude, professionalism, and the ability to operate effectively in a mission‑critical, fast‑paced environment supporting customers worldwide. The Service Desk Technician ensures timely issue resolution, accurate documentation, and exceptional customer experience.

Duties & Responsibilities:

• Serve as the initial point of contact for resolving desktop, laptop, and mobile‑related problems in a 70,000+ customer enterprise.
• Provide VIP‑level support to executive‑level users and their staff, as required.
• Troubleshoot, research, diagnose, document, and resolve technical issues related to Windows 10, Windows 8, Windows 7, MS Office applications, email, special applications, Internet connections, and hardware/peripheral equipment via telephone.
• Document, track, resolve, and report on problems and work orders using the Remedy Action Request database system.
• Modify/create and troubleshoot user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, and escalate network incidents, and provide direct support to customers globally.
• Determine the appropriate special team (Desktop Support, Customer Support, Network Administration, or System Administration) for unresolved issues and assign tasks accordingly.
• Install, maintain, and troubleshoot server, network, system, and application issues.
• Possess technical experience in the setup, operation, and troubleshooting of associated and follow‑on operating systems.
• Experience with Dameware, RDP, and Terminal Services is required.
• Perform incident management functions, including trending, prioritization, and communicating findings with senior organizational team members.
• Perform other duties as required.

Requirements:

• Must have DoD 8570 IAT Level I certification.
• Must be able to maintain DoD 8570 IAT Level I certification through continuing education or re‑certification.
• Must possess a current Secret clearance.

Preferred:

• Special Operations Force experience.

Endurion complies with all Equal Employment Opportunity (EEO) requirements. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. Endurion will provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). If you need assistance or an accommodation due to a disability, please contact us at [e-mail].

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management retains the discretion to add to or modify the duties of the position at any time. Employment with Endurion is at‑will, meaning that either the employee or the employer may terminate the employment relationship at any time, with or without cause or advance notice, provided it does not violate applicable law.