IT Support Specialist

2 weeks ago

Washington, United States Quadrant Inc Full time

Position Title:
IT Specialist SME 2

Location:
Washington, DC

Work Schedule:
Monday to Friday, 2:00 PM - 10:30 PM

Requirements:
- Top Secret Clearance is mandatory
- Proven experience as an IT Specialist
- Minimum of 6 years in a relevant field
- Exceptional technical and customer service skills
- Strong desire to engage with clients face-to-face
- IT certification is required
- Bachelor's degree preferred (or an additional 4 years of experience in lieu of a degree)

Key Responsibilities:
- Deliver a comprehensive range of technical services with utmost professionalism in a solution center environment.
- Guide users on accessing IT services effectively.
- Handle walk-in customer IT inquiries, ensuring detailed documentation of issues.

- Troubleshoot and prioritize interaction and incident tickets, meticulously documenting all diagnostics performed before escalating issues to higher-level support.

- Manage Service Manager (SM) tickets efficiently.

- Assist customers in resolving their issues and preventing future occurrences to the best of your ability.

- Write detailed diagnostic notes in tickets post-troubleshooting and assign them to the appropriate resolution teams.


- Inform clients about their IT options, including benefits and limitations.
- Provide expert technical assistance to customers with varying levels of computing expertise.
- Identify trends in incidents and escalate recurring problems to supervisory staff.
- Collaborate with walk-up customers to resolve IT challenges and answer related queries.
- Demonstrate the ability to troubleshoot and resolve issues accurately and promptly, ensuring user satisfaction.
- Work effectively with customers of all IT knowledge levels to address issues, answer questions, and provide guidance.

- Operate as part of a team while also demonstrating independence in utilizing IT skills and experience to resolve issues swiftly and accurately.


- Analyze patterns and propose procedural and operational improvements to minimize or eliminate common problems.
- Perform tasks under limited supervision while adhering to established procedures.
- Maintain a strong focus on customer satisfaction, ensuring all personnel exhibit respect, professionalism, courtesy, and expertise at all times.
- Provide IT support to all clients in a solution center setting.
- Ensure all necessary information is documented in tickets for seamless transitions to other support teams.
- Triage and troubleshoot submitted tickets effectively.
- Change and reset passwords on relevant information systems.
- Offer assistance with desktop software applications.
- Resolve trouble tickets while engaging with users, ensuring First Call Resolution or escalating to other support entities as needed.
- Keep customers informed about the status of their tickets and serve as their primary support contact.

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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