DOD Skillbridge- Support Desk Engineer

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

Evaluation Metrics

Qualifications

Certifications & Licenses :

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Requirements

Billing Management : Generate standard and ad-hoc billing reports. Analyze cellphone bills to ensure accuracy and identify cost-saving opportunities. Work closely with the A / P department to ensure timely and accurate bill payments. Cellphone Operations : Manage the disconnection and connection of company cellphones. Monitor cellphone usage to ensure compliance with company policies. Oversee the distribution and maintenance of cellphones, including wiping and reloading devices as necessary. Process Improvement : Identify and implement process improvements to enhance the efficiency of cellphone management. Develop and maintain documentation for cellphone management processes.