Offer summary

Qualifications:

High School Diploma or GED is required., At least one year of experience in network and IT systems troubleshooting., Proficiency with hardware and software aspects of information technology., Basic knowledge of networking, Microsoft server and desktop OS, and certifications like Microsoft and Cisco are preferred..

Key responsibilities:

Handle triage, routing, and repair of service incidents via phone, email, and portal.

Provide professional and timely support to clients, ensuring high customer satisfaction.

Manage and resolve an average of 10-12 tickets daily, following standard procedures.

Collaborate with team members and escalate issues as needed to ensure prompt resolution.

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.

Overview

We 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.