Help Desk - IT Specialist (Mid Level)
Company: Quadrant Inc
Posted on: September 19, 2023
IT Specialist Mid Level
Top Secret Clearance required
Experienced IT Specialist
3+ years of relevant experience
Must have outstanding IT technical skills as well as customer
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
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
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
Inform customers of their IT options and the associated benefits
Provide expert technical support to customers having varying levels
of computing skills.
Identify incident trends and escalate identified problems to
Works with walk-up customers to resolve IT issues and answer
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
Ascertains patterns and develops proposed procedural and
operational changes to minimize or eliminate common or recurring
Works under limited supervision on tasks within established
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
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
*Quadrant, Inc. is an equal opportunity and affirmative action
employer.Quadrant is committed to administering all employment and
personnel actions on the basis of merit and free of discrimination
based on race, color, religion, sex, sexual orientation, gender
identity, national origin, protected veteran status, or status as
an individual with a disability. Consistent with this commitment,
we are dedicated to the employment and advancement of qualified
minorities, women, individuals with disabilities, protected
veterans, persons of all ethnic backgrounds and religions according
to their abilities.
Keywords: Quadrant Inc, Chantilly , Help Desk - IT Specialist (Mid Level), Other , Chantilly, Virginia
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