Service Desk Support Specialist

3 weeks ago


Bethesda, Maryland, United States Quadrant Full time
Job Summary

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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