Help Desk - IT Specialist (Mid Level)

Quadrant, Inc.
Washington, WA Full Time
POSTED ON 11/16/2023 CLOSED ON 11/28/2023

What are the responsibilities and job description for the Help Desk - IT Specialist (Mid Level) position at Quadrant, Inc.?

IT Specialist Mid Level
Washington, DC

MUST:
Top Secret Clearance required
Experienced IT Specialist
3 years of relevant experience
Must have outstanding IT technical skills as well as customer service skills.
Desire to work with customers in person on a daily basis.
Bachelors preferred (extra 4 years of experience if no degree)

DUTIES:
Provides a wide range of technical service with the utmost professionalism to users in a solution center setting.
Provide information and direction to users on how to gain access to IT services.
Receive walk-in customer IT queries, documenting as much detail of issues as possible.
Troubleshoot and triage interaction and incident tickets, and documenting all troubleshooting diagnostics performed by the Solution Center before escalating incidents to the next tier level support.
Enter and manage Service Manager (SM) tickets.
Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible.
Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities; and assigning to appropriate solver groups.
Inform customers of their IT options and the associated benefits and limitations.
Provide expert technical support to customers having varying levels of computing skills.
Identify incident trends and escalate identified problems to supervisory personnel.
Works with walk-up customers to resolve IT issues and answer IT-related questions.
Ability to troubleshoot and resolve issues accurately, promptly, and to the user's satisfaction.
Works with customers with all levels of IT knowledge resolving issues, answering questions, and providing guidance.
Works as part of a team as well as independently using IT skills and experience to resolve IT issues as quickly and accurately as possible.
Ascertains patterns and develops proposed procedural and operational changes to minimize or eliminate common or recurring problems.
Works under limited supervision on tasks within established procedures.
Focus is on maintaining a high level of customer satisfaction. All personnel are required to be respectful, professional, courteous, and knowledgeable at all times.
Provide IT support to all customers in a solution center setting.
Provide the necessary information in the ticket in the event the ticket is passed to another solver group.
Triage and troubleshoot tickets submitted.
Change and reset passwords on FBI information systems.
Provide desktop software application assistance.
Resolve trouble tickets while interacting with the user, First Call Resolution or escalate to other support entities.
Provide customers with status of the ticket and serve as primary support.



*Quadrant, Inc. is an equal opportunity and affirmative action employer.Quadrant is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.
IT Help Desk Specialist
Solvere Technical Group -
Indian Head, MD
IT Help Desk Specialist
International Software Systems, Inc. -
Bethesda, MD
IT Help Desk Specialist
Oliff PLC -
Alexandria, VA

For Employer
Looking for Real-time Job Posting Salary Data?
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

Sign up to receive alerts about other jobs with skills like those required for the Help Desk - IT Specialist (Mid Level).

Click the checkbox next to the jobs that you are interested in.

  • Customer Engagement Skill

    • Income Estimation: $28,688 - $52,095
    • Income Estimation: $29,779 - $36,173
  • Cash and Receipts Management Skill

    • Income Estimation: $29,421 - $36,515
    • Income Estimation: $31,921 - $39,623
This job has expired.
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

Job openings at Quadrant, Inc.

Quadrant, Inc.
Hired Organization Address Annapolis, MD Full Time
Medical Assistant - Outpatient Annapolis, MD MUST: Qualified Medical Assistant will have clinical experience Must have 2...
Quadrant, Inc.
Hired Organization Address Woodlawn, MD Full Time
IT Project Analyst Woodlawn, MD - Hybrid MUST: Must be able to obtain and maintain a US Public Trust clearance. Experien...
Quadrant, Inc.
Hired Organization Address National, MD Full Time
Virtual -100% Remote MUST: Public Trust Clearance Sr. Full Stack Developer Experience with Laravel, Vue3 and Quasar fram...
Quadrant, Inc.
Hired Organization Address Baltimore, MD Full Time
Registered Nurse – Substance Abuse Baltimore, MD MUST: Experienced Registered Nurse Experience in substance abuse and/or...

Not the job you're looking for? Here are some other Help Desk - IT Specialist (Mid Level) jobs in the Washington, WA area that may be a better fit.

Help Desk Specialist

Feonix IT Solutions, Chantilly, VA

IT Help Desk Specialist

Hamilton Barnes 🌳, Hughesville, MD