DOD Skillbridge- Support Desk Engineer
DOD Skillbridge- Support Desk Engineer
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USD 55000 - 60000
1 Vacancy
Job Description
- 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
- 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.
- Answered phone calls per day - 15
- Average Tickets resolved per day 10 or greater
- 0 Tickets in Assigned Status at end of daily shift
- 0 Ticket in Customer Responded status at end of daily shift
- Average Ticket Age 5 Days or less
- Tickets over 7 Days old < 2
- Tickets over 30 Days old 0
- Tickets not updated in 48 hours 0
- Ticket in Triage queue at close of day 0
- 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.
- IT industry certifications are preferred specifically Microsoft and Cisco.
Required Skills:
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.
Required Education:
Bachelors degree in Business Administration Information Technology or a related experience as a Business Analyst or in a similar role.
Employment Type
Full Time
