Service Desk Support Specialist
3 weeks ago
We are seeking a highly skilled Service Desk Support Specialist to join our team at Quadrant. As a Service Desk Support Specialist, you will be responsible for providing exceptional customer service and technical support to our internal and external customers.
Key Responsibilities:
- Engage with a high volume of customers daily, responding to their software service requests via telephonic and web-based communications.
- Triage problems and document triage methodology in CRM ticketing system.
- Troubleshoot and analyze system application issues accurately in a fast-paced environment.
- Maintain accurate information and timely updates using a CRM ticketing system.
- Follow proper escalation guidelines.
- Experience supporting system issues with internal and external users.
- Review training material and other resources to accurately apply business application knowledge when communicating with end-users.
- Work with team members and subject matter experts to document/communicate changes to support the team mission.
- Analyze and correct system problems using documented procedures, available tools, and personal knowledge and skills.
- Increase customer satisfaction by resolving issues.
- Participate in continuous improvement by generating suggestions, engaging in problem solving to support teamwork.
Requirements:
- 3-5 years of customer support experience providing functional support.
- Experience working within the National Institutes of Health or another Federal Agency.
- Prior customer and end-user support experience required.
- Must have excellent communications skills.
- Prior experience working with a ticketing system or other Help Desk tools.
- Knowledge and understanding of the System Development Life Cycle (SDLC).
- Excellent problem solving and analysis skills with the ability to effectively troubleshoot and resolve or escalate problems.
- Ability to identify and utilize relevant resources to provide customers with information and resolution.
- Strong research and resource management skills.
- Understanding of the Federal Grants process is highly preferred.
- Application software support troubleshooting is a plus.
- BS Degree highly preferred.
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.
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