Help Desk - Deskside Support (Sr)

Quadrant Inc

Chantilly, VA

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JOB DETAILS

SKILLS

Computer Skills, Customer Satisfaction, Customer Support/Service, Desktop PC, Documentation, Help Desk, Identify Issues, Information Technology & Information Systems, Operations Processes, People Management, Problem Solving Skills, Procedure Development, Resolve Customer Issues, Team Player, Technical Support, Trend Analysis, Trouble Tickets

LOCATION

Chantilly, VA

POSTED

Today

Senior Deskside Support
Chantilly, VA

MUST:
Top Secret Clearance required
Experienced Senior IT Specialist
5+ 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 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.

About the Company

Quadrant Inc

Quadrant is a full-life cycle staff augmentation agency providing a proven "rapid fire" approach in responding to the needs of our clients. Quadrant offers a comprehensive suite of staffing solutions for organizations in the Healthcare, Medical, Dental, Information Technology, HR and Government contract sectors.

Our clients have come to include some of the largest and most recognized brand named companies in the Washington, DC and Baltimore, MD metropolitan regions. Quadrant is a DOD TOP Secret cleared facility and holds a Maryland Minority Business Enterprise (MBE) and Virginia SWaM certification. Quadrant's clients are rapidly hiring a mix of healthcare, medical, dental, information technology, recruiting and HR professionals.

Quadrant is recognized as the largest Healthcare Staffing agency in the Washington DC area. We support every major healthcare system and thousands of area healthcare practices. Our healthcare division focuses on all clinical and nonclinical staff with the exception of physicians. Our database boasts hundreds of thousands of local screened healthcare professionals; the largest in the area. Our resources enable us to respond to our clients requests quickly, generally within 24 hours of request on mainstream orders.

Our Information Technology clients support a broad mix of commercial and federal government agencies. Our clients include government contractors who support projects with federal agencies such as U.S. Department of Veterans Affairs, National Institutes of Health(NIH), U.S. Customs and Border Patrol, FDA, FBI, USPTO, DHS, DHHS, DOD, DOJ, DOE, DISA, and USPS. In addition to our federal portfolio, Quadrant also supports a range of commercial clients focusing in software, telecom, mobile, web and healthcare development.

Whether you are a job seeker or a company with open positions to fill we will bridge the talent gap. Contact any of our seasoned professional recruiters or account managers and we will walk you through our proven staffing methodology. We offer a consultative approach to both potential employee and employer. We seek the right match, at the right time, every time.

COMPANY SIZE

500 to 999 employees

INDUSTRY

Healthcare Services

FOUNDED

2017

WEBSITE

http://www.quadrantinc.com/

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