Support Desk Engineer (US Navy Veteran)

Job Description

Job DescriptionAbout 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.

OverviewWe are looking for a recently separated Navy IT Specialist to join our team. The ideal candidate must be a veteran with a Navy IT rate. In this role, you will handle the triage, routing, and repair of incoming service incidents via phone, email, and portal. You will ensure that service delivery meets company standards, with the goal of providing 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 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.
  

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.