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IT Support Specialist
2 months ago
Position Title:
IT Specialist SME 2
Location:
Washington, DC
Key Requirements:
- Active Top Secret Clearance
- Proven experience as an IT Specialist with a minimum of 6 years in the field
- Exceptional technical and customer service skills
- Strong desire to engage with clients face-to-face daily
- Valid IT certification required
- Bachelor’s degree preferred (or an additional 4 years of experience in lieu of a degree)
Responsibilities:
- Deliver a comprehensive range of technical services with professionalism in a solution center environment.
- Guide users on accessing IT services effectively.
- Address walk-in customer IT inquiries, meticulously documenting issues.
- Troubleshoot and prioritize incident tickets, documenting all diagnostics performed prior to escalation to higher-level support.
- Manage Service Manager (SM) tickets efficiently.- Assist customers in resolving their issues and preventing future occurrences.
- Document detailed diagnostic information in tickets post-troubleshooting and assign to the relevant solver groups.- Educate customers about their IT options, including benefits and limitations.
- Provide expert technical assistance to users with varying levels of computing expertise.
- Identify trends in incidents and escalate recurring issues to supervisory staff.
- Collaborate with walk-up customers to address IT challenges and answer queries.
- Demonstrate the ability to troubleshoot and resolve issues promptly and to the satisfaction of users.
- Work with customers of all IT knowledge levels to resolve problems, answer questions, and offer guidance.
- Function as part of a team as well as independently, utilizing IT skills and experience to resolve issues efficiently.
- Analyze patterns and propose procedural and operational adjustments to minimize recurring problems.- Operate under limited supervision while adhering to established procedures.
- Maintain a high level of customer satisfaction, ensuring all personnel are respectful, professional, courteous, and knowledgeable at all times.
- Provide IT support to all customers in a solution center environment.
- Ensure comprehensive information is included in tickets for any necessary handoffs to other solver groups.
- Triage and troubleshoot submitted tickets.
- Change and reset passwords on FBI information systems.
- Assist with desktop software applications.
- Resolve trouble tickets while engaging with users, aiming for First Call Resolution or escalating to other support entities as needed.
- Keep customers informed about the status of their tickets and serve as primary support.
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.
