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IT Support Specialist

2 months ago

Washington, United States Quadrant Inc Full time

Position Title:
IT Specialist SME 2

Location:
Washington, DC

Key Requirements:
- Top Secret Clearance is mandatory
- Proven experience as an IT Specialist with a minimum of 6 years in the field
- Exceptional technical proficiency in IT along with superior customer service abilities
- Strong desire to engage with clients face-to-face on a daily basis
- IT certification is required
- Bachelor’s degree is preferred; however, an additional 4 years of experience can substitute for the degree

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

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

- Manage Service Manager (SM) tickets efficiently.

- Provide customers with guidance to resolve their issues and minimize the likelihood of recurrence.

- Document comprehensive diagnostic details in tickets post-troubleshooting and triage, assigning them to the relevant solver groups.
- Inform customers about their IT options, highlighting benefits and limitations.
- Offer expert technical support to users with varying levels of computing expertise.
- Identify trends in incidents and escalate recurring problems to supervisory staff.
- Assist walk-up customers in resolving IT challenges and addressing IT-related inquiries.
- Demonstrate the ability to troubleshoot and resolve issues accurately and promptly, ensuring user satisfaction.
- Collaborate with customers of all IT knowledge levels to resolve issues, answer questions, and provide guidance.

- Work both independently and as part of a team, utilizing IT skills and experience to address IT issues swiftly and accurately.

- Analyze patterns and propose procedural and operational modifications to reduce or eliminate frequent problems.
- Operate under limited supervision while adhering to established procedures.
- Maintain a strong focus on customer satisfaction, ensuring all personnel exhibit respect, professionalism, courtesy, and knowledge at all times.
- Provide IT support to all customers within a solution center context.
- Ensure comprehensive information is included in tickets for seamless transitions to other solver groups.
- Triage and troubleshoot submitted tickets effectively.
- 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 necessary.
- Keep customers informed about the status of their tickets, serving as the 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.