Job Description
Service Desk Analyst
Bethesda, MD (Remote)
Pay From: $25.00 per hour
MUST:
Experienced Service Desk Analyst
3 5 years of professional customer support experience preferred
Prior customer and end-user functional/application support experience required
Experience troubleshooting and analyzing software and system application issues
Experience working with CRM ticketing systems, Help Desk tools, or similar platforms
Understanding of Federal Grants processes and/or System Development Life Cycle (SDLC) is a plus
Excellent written and verbal communication skills
Strong problem-solving, analytical, and critical-thinking skills
Strong customer service, research, and organizational skills
Must be able to pass a background investigation and qualify for a Public Trust clearance
No specific certification required
Bachelor s degree preferred
DUTIES:
Engage with a high volume of customers and respond to software service requests by phone and web-based communication
Provide functional customer service and application software support to Federal Grants Lifecycle users
Triage customer issues and document troubleshooting methodology in the CRM ticketing system
Troubleshoot and analyze system application issues accurately in a fast-paced environment
Maintain accurate ticket information and provide timely updates
Follow established escalation procedures for unresolved or complex issues
Support internal and external users with system and application-related issues
Review training materials and available resources to provide accurate information to end users
Work with team members and subject matter experts to document and communicate system or process changes
Analyze and resolve system problems using documented procedures, available tools, and technical knowledge
Identify and utilize appropriate resources to resolve customer issues
Maintain a high level of customer satisfaction through timely and accurate issue resolution
Participate in continuous improvement and team problem-solving activities
Numbers & Facts
| Location | North Bethesda, MD (Remote) |
| Industry | Healthcare Services |
| Company Size | 500 to 999 employees |
| Year Founded | 2017 |
| Website | http://www.quadrantinc.com/ |
About Company
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.
Skills
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