Deskside Support; Mid Level

IT Specialist/Mid-Level

Chantilly, VA
Pay From: $30.00 per hour

• Top Secret Clearance required
• Experienced IT Specialist
• 3+ years of relevant experience
• Must have outstanding IT technical skills as well as customer service skills.
• Desire to work with customers in person on a daily basis.
• Bachelors preferred (extra 4 years of experience if no degree)

• Provides a wide range of technical service with the utmost professionalism to users in a solution center setting.
• Provide information and direction to users on how to gain access to IT services.
• Receive walk-in customer IT queries, documenting as much detail of issues as possible.
• Troubleshoot and triage interaction and incident tickets, and documenting all troubleshooting diagnostics performed by the Solution Center before escalating incidents to the next tier level support.
• Enter and manage Service Manager (SM) tickets.
• Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible.
• Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities; and assigning to appropriate solver groups.
• Inform customers of their IT options and the associated benefits and limitations.
• Provide expert technical support to customers having varying levels of computing skills.
• Identify incident trends and elevate identified problems to supervisory personnel.
• Works with walk-up customers to resolve IT issues and answer IT-related questions.
• Ability to troubleshoot and resolve issues accurately, promptly, and to the user's satisfaction.
• Works with customers with all levels of IT knowledge resolving issues, answering questions, and providing guidance.
• Works as part of a team as well as independently using IT skills and experience to resolve IT issues as quickly and accurately as possible.
• Ascertains patterns and develops proposed procedural and operational changes to minimize or eliminate common or recurring problems.
• Works under limited supervision on tasks within established procedures.
• Focus is on maintaining a high level of customer satisfaction. All personnel are required to be respectful, professional, courteous, and knowledgeable at all times.
• Provide IT support to all customers in a solution center setting.
• Provide the necessary information in the ticket in the event the ticket is passed to another solver group.
• Triage and troubleshoot tickets submitted.
• Change and reset passwords on FBI information systems.
• Provide desktop software application assistance.
• Resolve trouble tickets while interacting with the user, First Call Resolution or escalating to other support entities.
• Provide customers with status of the ticket and serve as primary support.

Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.