Help Desk Tier II; DHA

Help Desk Tier II

Falls Church, VA

Pay From: $60,000 per year

• Experienced Tier II Help Desk professional
• Active DoD Secret or Level 3 Public Trust
• 4+ years of professional experience working in an enterprise level IT support role
• Knowledge of Windows 7 or Windows 10 and all standard MS Office software systems including MS Project, especially knowledgeable with Windows 10 environment
• Possess knowledge of workstation administration and management
• Experience with IT and Help Desk technologies, to include Remedy, Heat, other ticketing systems, VPNs, remote and VMware tools, Office 13, Exchange, Active Directory, Windows 7 and 10, and knowledge of laptop technologies strongly preferred
• Strong communication skills and able to establish rapport with clients
• Active Security+CE or higher IAT certification
• Bachelor's Degree is required (or 4+ years of related IT experience)

• Daily client interaction with client and high level government employees
• Representing out company and its interests in all client engagements
• Addressing and correcting any hardware, software or connection issues
• Supporting Desktop/Laptop users and resolving any issues with Microsoft, Adobe, Roxio and other deployed software
• Resolving problems through customer education, training and direct assistance
• Ensuring backup, recovery and data restoration from workstations for customers during upgrades or when a problem with the system is diagnosed
• Providing phone and in-person support to users for various systems, including e-mail, LAN/WAN, user account administration, active directory, standard desktop images and applications, COTS and GOTS applications
• Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system
• Serving as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems

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.