DOD Skillbridge- Support Desk Engineer

Endurance IT Services; Virginia Beach (VA); Vor Ort; USD 15.000 - 21.000; Teilzeit

Zusammenfassung

Endurance IT Services in Virginia Beach, VA is seeking an intern to join our Support Desk Engineering team as Tier 1 under Skillbridge. You will help triage, route, and resolve client incidents in a remote call center environment, reporting to the Service Desk Manager.

This internship focuses on delivering professional customer service while building foundational IT skills. Responsibilities include handling tickets, updating records, and maintaining SLA timelines, with onsite visits as needed.

Qualifikationen

• High School Diploma or GED required.
• One or more years of experience in network/IT troubleshooting.
• Proficiency with hardware and software IT fundamentals.
• Working knowledge of Server OS (2008+), Windows desktop OS (WIN7+).
• Basic networking knowledge: switches, routers, Firewalls, VLANs, wireless, AD, Exchange, O365.
• Good oral communication and problem-solving abilities.

Aufgaben

• Provide professional, timely, and courteous support to clients.
• Triaging, routing, and repairing incoming incidents via phone, email, and portal.
• Follow standard help desk procedures and document troubleshooting steps.
• Record all interactions and ensure SLA compliance.
• Onsite work at customer sites when required.
• Collaborate with teammates and supervisors to resolve tickets quickly.

Kenntnisse

IT troubleshooting

Network knowledge

Microsoft Windows OS

Active Directory

O365

Customer service

Communication skills

Ausbildung

High School Diploma or GED

Tools

Windows Server OS

Active Directory

Office 365 / O365

Jobbeschreibung

Virginia Beach, United States | Posted on 02/11/2026

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

• First contact with client on a new ticket is made via phone.
  
• 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
  
• 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.
  

Evaluation Metrics

• 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
  

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.
  
• Workingknowledge 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
  
• Ability to use thinking and reasoning to solve a problem.
  

Certifications & Licenses

• IT industry certifications are preferred, specifically Microsoft and Cisco.
  

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