VIP IT Service Desk Technician

Endurion; North Carolina; On-site; USD 42,000 - 60,000; Full time

Job summary

Endurion is seeking a Service Desk Technician-NC to provide front-line technical support for a global enterprise, covering desktops, laptops, mobiles, and applications. The role includes documenting incidents, managing Active Directory, and escalating issues to specialized teams.

You will deliver VIP-level support to executive users, utilize Dameware, RDP, and Terminal Services, and contribute to incident management in a fast-paced, global environment.

Qualifications

• 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.
• Must be TS/SCI eligible.

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, escalate network incidents, and provide direct support to customers globally.
• Determine the appropriate special team 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.

Job description

Endurion is seeking a Service Desk Technician-NC to provide front-line technical support for a global enterprise, covering desktops, laptops, mobiles, and applications. The role includes documenting incidents, managing Active Directory, and escalating issues to specialized teams.

You will deliver VIP-level support to executive users, utilize Dameware, RDP, and Terminal Services, and contribute to incident management in a fast-paced, global environment.