DOD Skillbridge- Support Desk Engineer
Description:
Job Description
About Us: At Endurance IT Services we are always on the lookout for talented individuals who are passionate about making a difference. Our team is dedicated to innovation, excellence, and creating value for our clients and community. We believe in fostering a collaborative and inclusive work environment where everyone can thrive.
We are seeking active duty military personnel looking for an internship through Skillbridge as a Support Desk Engineer to join our team.
This position is responsible for ensuring client satisfaction for Endurance IT’s (EIT) clients. The role involves the triage, routing, and repair of incoming service incidents (phone, email, and portal). The Support Desk Engineer – Tier 1 ensures that service delivery adheres to company standards. This individual will have a desired goal of effectively delivering superior customer service to our end users in a remote call center environment. The Support Desk Engineer – Tier 1 will report to the Service Desk Manager. To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily.
RESPONSIBILITIES
Ensure professional, timely and polite support to all our clients
Have in depth knowledge of our tools and ticketing procedures
Follow standard help desk protocols, procedures and guidelines as provided
Identify, troubleshoot and resolve a wide range of computer & network related problems
Basic understanding of client Line of Business (LOB) applications and associated third party vendors
Stay current with system information, changes and information technology updates
Be professional, courteous, and helpful to co-workers and embrace diversity
Onsite work at customer site, when required.
Any other special projects or tasks assigned
Ticket Management and Resolution
First contact with client on a new ticket is made via phone.
Resolve on average 10-12 tickets per day
Ensure ticket statuses are maintained correctly based on training provided
Ensure accurate time worked is reported on each ticket
Ensure all troubleshooting efforts, conversations with clients, vendors, and co-workers are properly recorded on the ticket
Ensure SLA timelines are met
Follow all ticket escalation procedures per training
Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution
Develop, maintain, and execute a daily routine to review and update existing assigned tickets
Follow ticket management principles per training.
Evaluation Metrics
Answered phone calls per day - 15+
Average Tickets resolved per day 10 or greater
0 Tickets in Assigned Status at end of daily shift
0 Ticket in Customer Responded status at end of daily shift
Average Ticket Age – 5 Days or less
Tickets over 7 Days old =< 2
Tickets over 30 Days old = 0
Tickets not updated in 48 hours = 0
Ticket in Triage queue at close of day = 0
Qualifications
Education: High School Diploma or GED
One or more years of experience in network / IT systems and troubleshooting steps.
Proficiency with information technology regarding both hardware and software.
Working knowledge of Microsoft server and desktop operating systems, specifically Server 2008 and later and Windows 7 and later.
Basic networking knowledge, switches, routers, firewalls, VLANs, wireless, Active Directory, Exchange, O365.
Good oral communication
Good Written communication
Good problem solving skills
Ability to use thinking and reasoning to solve a problem.
Certifications & Licenses:
IT industry certifications are preferred, specifically Microsoft and Cisco.
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Full-time