Technical Support Specialist
1 week ago
Job ID:
Help Desk Tier II (onsite)
REQUIREMENTS:
Active DoD Secret or Level 3 Public Trust (Client/DOE/DHA)
Proven experience in Help Desk Tier II roles
Minimum of 3 years in a professional enterprise IT support environment
Proficient in Windows 7 and Windows 10, along with standard MS Office applications including MS Project, with a strong emphasis on Windows 10
Knowledgeable in workstation administration and management
Familiarity with IT and Help Desk technologies, including Remedy, Heat, various ticketing systems, VPNs, remote access tools, VMware, Office 13, Exchange, Active Directory, and laptop technologies is highly preferred
Excellent communication skills with the ability to build rapport with clients
CERTIFICATIONS:
IAT level II cert: GSEC, CCNA Security, or Security+CE
Willingness to obtain an ITILv3 or Microsoft certification within 6 months
RESPONSIBILITIES:
Engage daily with clients and senior government personnel
Act as a representative of Quadrant Inc. in all client interactions
Identify and resolve hardware, software, or connectivity issues
Provide support to Desktop/Laptop users and troubleshoot issues with Microsoft, Adobe, Roxio, and other deployed software
Educate and assist customers to resolve problems
Oversee backup, recovery, and data restoration for clients during system upgrades or troubleshooting
Deliver both phone and in-person support for various systems, including email, LAN/WAN, user account management, Active Directory, standard desktop images, and applications
Document incidents and work orders with detailed steps and resolutions in the ticket tracking system
Serve as the primary contact for troubleshooting all IT-related issues, including hardware/software, password resets, and printer problems.
Quadrant Inc. 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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