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Technical Support Specialist

2 months ago

SaintBrieuc, Bretagne, United States Quadrant Inc Full time

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 support
Minimum of 3 years in a professional enterprise IT support environment
Proficient in Windows 7 and Windows 10, along with all standard MS Office applications including MS Project, with a strong emphasis on Windows 10 proficiency
Familiarity with workstation administration and management
Experience with Help Desk technologies, including Remedy, Heat, and other ticketing systems, as well as VPNs, remote access tools, VMware, Office 13, Exchange, Active Directory, and knowledge of 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 high-level government personnel
Act as a representative of Quadrant Inc in all client interactions
Identify and resolve hardware, software, or connectivity issues
Provide support for Desktop/Laptop users, addressing issues with Microsoft, Adobe, Roxio, and other deployed software
Resolve challenges through customer education, training, and direct assistance
Ensure backup, recovery, and data restoration from workstations during upgrades or system diagnostics
Deliver both phone and in-person support for various systems, including e-mail, LAN/WAN, user account management, active directory, standard desktop images, and applications
Document incidents and work orders with detailed troubleshooting steps and resolutions in the ticket tracking system
Serve as the primary point of contact for troubleshooting all IT-related issues, including hardware/software, passwords, and printer concerns
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.