{"id":2906353,"url":"https://alion.io/job/endurance-it-dod-skillbridge-support-desk-engineer","title":"DOD Skillbridge- Support Desk Engineer","company":{"id":3244086,"name":"Endurance It","domain":"endurance-it.com","url":"https://alion.io/company/endurance-it","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Virginia Beach, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":78000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":552},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-02-11T00:00:00Z","employer_posted_date":"2026-02-11","last_verified_at":"2026-10-23T11:41:59Z","board_verified":true,"closed_at":null,"days_open":254,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":254},"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.\nWe are seeking active duty military personnel looking for an internship through Skillbridge as a Support Desk Engineer to join our team. \nThis 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.\nRESPONSIBILITIES\nEnsure professional, timely and polite support to all our clients\nHave in depth knowledge of our tools and ticketing procedures\nFollow standard help desk protocols, procedures and guidelines as provided\nIdentify, troubleshoot and resolve a wide range of computer & network related problems\nBasic understanding of client Line of Business (LOB) applications and associated third party vendors\nStay current with system information, changes and information technology updates\nBe professional, courteous, and helpful to co-workers and embrace diversity\nOnsite work at customer site, when required.\nAny other special projects or tasks assigned\nTicket Management and Resolution\nFirst contact with client on a new ticket is made via phone.\nResolve on average 10-12 tickets per day\nEnsure ticket statuses are maintained correctly based on training provided\nEnsure accurate time worked is reported on each ticket\nEnsure all troubleshooting efforts, conversations with clients, vendors, and co-workers are properly recorded on the ticket\nEnsure SLA timelines are met\nFollow all ticket escalation procedures per training\nSeek and collaborate with co-workers and team leads on tickets to ensure speedy resolution\nDevelop, maintain, and execute a daily routine to review and update existing assigned tickets\nFollow ticket management principles per training.\nEvaluation Metrics\nAnswered phone calls per day - 15+\nAverage Tickets resolved per day 10 or greater\n0 Tickets in Assigned Status at end of daily shift\n0 Ticket in Customer Responded status at end of daily shift\nAverage Ticket Age - 5 Days or less\nTickets over 7 Days old =< 2\nTickets over 30 Days old = 0\nTickets not updated in 48 hours = 0\nTicket in Triage queue at close of day = 0\nQualifications\nEducation: High School Diploma or GED\nOne or more years of experience in network / IT systems and troubleshooting steps.\nProficiency with information technology regarding both hardware and software. \nWorking knowledge of Microsoft server and desktop operating systems, specifically Server 2008 and later and Windows 7 and later.\nBasic networking knowledge, switches, routers, firewalls, VLANs, wireless, Active Directory, Exchange, O365.\nGood oral communication \nGood Written communication\nGood problem solving skills\nAbility to use thinking and reasoning to solve a problem.\nCertifications & Licenses: \nIT industry certifications are preferred, specifically Microsoft and Cisco.\nConfidentiality Notice: This message and any attachments may contain confidential or privileged information and are only for the use of the intended recipient of this message. If you are not the intended recipient, please notify the sender by return e-mail, and delete or destroy this and all copies of this message and all attachments. Any unauthorized disclosure, use, distribution, or reproduction of this message or any attachments is prohibited and may be unlawful.","description_format":"text","description_chars":4018,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["DoD SkillBridge"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-20T07:56:36Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.103,"p_room":0.28,"age_days":254,"expected_fill_days":20,"reasons":["conf:3","velocity","win:tail","crowd:junior"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/endurance-it-dod-skillbridge-support-desk-engineer","json_url":"https://alion.io/job/endurance-it-dod-skillbridge-support-desk-engineer.json","meta":{"generated_at":"2026-10-23T12:50:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19040,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3244086},"rest":"https://alion.io/mcp/rest/get_company?id=3244086"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fendurance-it-dod-skillbridge-support-desk-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fendurance-it-dod-skillbridge-support-desk-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fendurance-it-dod-skillbridge-support-desk-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/endurance-it-dod-skillbridge-support-desk-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fendurance-it-dod-skillbridge-support-desk-engineer"}]}