What are the responsibilities and job description for the Support Desk Engineer position at Endurance IT Services?

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 recently separated Navy IT Specialist to join our team. You must be a veteran and have a Navy IT rate.

You will be responsible for the triage routing and repair of incoming service incidents (phone email and portal). You will ensure that service delivery adheres to company standards. You will have a desired goal of effectively delivering superior customer service to our end users in a remote call center environment.

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 coworkers 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 1012 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 coworkers are properly recorded on the ticket

Ensure SLA timelines are met

Follow all ticket escalation procedures per training

Seek and collaborate with coworkers 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.

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.

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

Education

Bachelor s degree in Business Administration, Information Technology, or a related field.

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