Endurance IT Services - Endurance IT

We are seeking a DOD Skillbridge Support Desk Engineer to join our team. This position is responsible for ensuring client satisfaction for Endurance IT’s (EIT) clients. This position is responsible for 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 Service Desk Manager. To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily.

Job DescriptionWe are seeking a DOD Skillbridge Support Desk Engineer to join our team. This position is responsible for ensuring client satisfaction for Endurance IT’s (EIT) clients. This position is responsible for 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 Service Desk Manager. To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily.ROLES AND RESPONSIBILITIESGeneralEnsure professional, timely and polite support to all our clientsHave in depth knowledge of our tools and ticketing proceduresFollow standard help desk protocols, procedures and guidelines as providedIdentify, troubleshoot and resolve a wide range of computer & network related problemsBasic understanding of client Line of Business (LOB) applications and associated third party vendorsStay current with system information, changes and information technology updatesBe professional, courteous, and helpful to co-workers and embrace diversityOnsite work at customer site, when required.Any other special projects or tasks assignedTicket Management and ResolutionFirst contact with client on a new ticket is made via phone.Resolve on average 10-12 tickets per dayEnsure ticket statuses are maintained correctly based on training providedEnsure accurate time worked is reported on each ticketEnsure all troubleshooting efforts, conversations with clients, vendors, and co-workers are properly recorded on the ticketEnsure SLA timelines are metFollow all ticket escalation procedures per trainingSeek and collaborate with co-workers and team leads on tickets to ensure speedy resolutionDevelop, maintain, and execute a daily routine to review and update existing assigned ticketsFollow ticket management principles per training.Evaluation MetricsAnswered phone calls per day - 15+Average Tickets resolved per day 10 or greater0 Tickets in Assigned Status at end of daily shift0 Ticket in Customer Responded status at end of daily shiftAverage Ticket Age – 5 Days or lessTickets over 7 Days old =< 2Tickets over 30 Days old = 0Tickets not updated in 48 hours = 0Ticket in Triage queue at close of day = 0SKILLS & ABILITIESCommunication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.Problem Solving - Identifies problems promptly; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.Analytical Skills - Ability to use thinking and reasoning to solve a problem.EDUCATION REQUIREMENTSEducation: High School Diploma or GEDExperience: 1 or more years of experience in network / IT systems and troubleshooting steps.Computer Skills: 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.