IT Support Specialist

1 week 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

Essential Requirements:
- Top Secret Clearance is mandatory
- Proven experience as an IT Specialist with a minimum of 6 years in the field
- Exceptional technical skills in IT along with strong customer service capabilities
- Commitment to engaging with customers face-to-face on a daily basis
- IT certification is required
- Bachelor's degree is preferred; however, an additional 4 years of experience may substitute for the degree

Key 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 thorough documentation of issues.

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

- Manage and input Service Manager (SM) tickets.

- Assist customers in resolving their issues and implementing measures to prevent future occurrences.

- Record detailed diagnostic information in tickets post-troubleshooting and assign to the appropriate resolution teams.
- Educate customers about their IT options, including benefits and limitations.
- Provide expert technical assistance to users with varying levels of IT proficiency.
- Identify incident patterns and escalate recurring problems to supervisory staff.
- Collaborate with walk-up customers to address IT challenges and respond to IT-related inquiries.
- Demonstrate the ability to troubleshoot and resolve issues accurately and promptly, ensuring user satisfaction.
- Work with customers across all levels of IT knowledge to resolve issues, answer questions, and offer guidance.

- Function as part of a team while also independently utilizing IT skills and experience to address IT issues swiftly and accurately.

- Analyze patterns and propose procedural and operational improvements to minimize or eliminate frequent problems.
- Operate under limited supervision, adhering to established procedures.
- Maintain a strong focus on customer satisfaction, ensuring all personnel are respectful, professional, courteous, and knowledgeable at all times.
- Provide IT support to all customers within a solution center framework.
- Ensure comprehensive information is included in tickets for seamless transitions to other resolution teams.
- Triage and troubleshoot submitted tickets.
- Change and reset passwords on FBI information systems.
- Offer assistance 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 and serve as the primary point of 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.

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