Help Desk - Washington, United States - Quadrant

Description

Deskside Support (Mid Level)

Washington, DC

MUST:

Top Secret Clearance required
Experienced Deskside Support 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)


DUTIES:

Provides a wide range of Deskside technical services 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 escalate 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 escalate 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.