Ascend IT is hiring an onsite IT Help Desk Technician in Hampton, VA to deliver Tier I/II support and desktop services while meeting SLAs.

Provide Tier I/II Help Desk and desktop support for employees
Troubleshoot Windows 10/11 desktops and laptops, plus printers, mobile devices, and other peripherals
Diagnose and 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 with ManageEngine Endpoint Central
Create and manage Active Directory accounts, including password resets, group memberships, and permissions
Install, configure, and maintain desktop hardware and software
Escalate more complex technical problems and maintain timely customer communication
Deliver customer service aligned to established service level agreements (SLAs)
Follow ITIL-based processes for incident, request, and problem management

2+ years of IT Help Desk, Desktop Support, or Technical Support experience
Hands-on experience with ManageEngine, ServiceDesk Plus, and/or ManageEngine Endpoint Central (highly preferred)
Experience supporting Windows 10/11
Experience supporting Microsoft 365
Experience supporting Active Directory
Experience supporting printers and peripheral devices
Experience supporting mobile devices (iOS/Android)
Familiarity with basic networking concepts: TCP/IP, DNS, DHCP, VPN
Strong troubleshooting and analytical skills
Excellent verbal and written communication skills
Passion for outstanding customer service and a 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
Ability to collaborate with technical teams and end users

IT Help Desk Technician

Job Description