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IT Support Specialist
2 months ago
Position Title:
IT Specialist SME 2
Location:
Washington, DC
Key Requirements:
- Top Secret Clearance is mandatory
- Proven experience as an IT Specialist
- Minimum of 6 years in a relevant field
- Exceptional technical skills in IT and strong customer service abilities
- Willingness to engage with clients face-to-face on a daily basis
- Valid IT certification is required
- Bachelor’s degree is preferred (or 4 additional years of experience in lieu of a degree)
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 IT inquiries, meticulously documenting the details of each issue.
- Troubleshoot and prioritize incident tickets, documenting all diagnostic steps taken before escalating to higher support tiers.
- Manage Service Manager (SM) tickets efficiently.
- Provide customers with guidance to resolve their issues and prevent future occurrences.
- Document detailed diagnostics in tickets post-troubleshooting and assign to appropriate resolver groups.
- Inform customers about their IT options, including benefits and limitations.
- Offer expert technical support to customers with varying levels of computing proficiency.
- Identify trends in incidents and escalate recurring issues to supervisory staff.
- Assist walk-up customers in resolving IT challenges and answering related queries.
- Demonstrate the ability to troubleshoot and resolve issues accurately and promptly, ensuring user satisfaction.
- Collaborate with customers of all IT knowledge levels to address issues, provide answers, and offer guidance.
- Work both independently and as part of a team, utilizing IT skills and experience to resolve issues swiftly and accurately.
- Analyze patterns and propose procedural and operational changes to minimize or eliminate common problems.
- Operate under limited supervision while 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 context.
- Ensure all necessary information is included in tickets for seamless handover to other resolver groups.
- Triage and troubleshoot submitted tickets effectively.
- Manage password changes and resets on 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 the primary support contact.
Equal Opportunity Employer:
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.
