Service Desk/Technical Support

Intermediate Service Desk/Technical Support

Quantico, VA (On-site)

Pay From

$30.00 per hour

MUST

Experienced Intermediate Service Desk/Technical Support

Top Secret Clearance with SCI eligibility required

Must be certified at IAT Level II, such as Security+ or another certification satisfying DoD 8140 certification requirement

5+ years of technical support experience

3+ years of Service Desk experience

Strong desktop application administration experience, including Microsoft Office, web browsers, and antivirus applications.

Experience with Active Directory; ITSM ticket resolution platforms such as ServiceNow; workstation imaging; mobile-device management, device issuance, account administration, and mobile-device troubleshooting; iPhone devices and Purebred software; and Intune devices and Intune software on mobile devices.

Must provide courteous, timely, and professional treatment of customers through troubleshooting, escalation, collaboration, and resolution.

Must have outstanding customer-service and communication skills and the ability to interact professionally at all levels of an organization.

Bachelor’s preferred

DUTIES

Provide Service Desk customer support for all computer networks and systems, with an emphasis on customer service and call and ticket resolution at differing classification levels.

Deliver comprehensive, end-to-end customer IT support, including transitioning, operating, maintaining, tracking, restoring, protecting, and backups.

Resolve customers’ administrative and technical communications problems and install, configure, and operate client and server devices.

Document all troubleshooting and customer interactions in the Information Technology Service Management system.

Recognize application and technical problem trends and provide mitigation plans to avoid future occurrences.

Notify customers when ticket status or priority changes and provide timely updates needed to maintain good customer service.

Support password resets, workstation imaging, cabling from user workstations to Local Area Network or Unified Communications Center junction boxes, and trouble-ticket issues, including Voice over Internet Protocol phones.

Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and updated regularly.

Install equipment, connect peripherals, install or delete client-level software, and ensure documentation complies with policies, guidance, and directives.

Implement client workstation software patches, security fixes, and service releases according to local instructions.

Administer user-account creation and deletion, device configuration, device-policy creation and management, device troubleshooting, and issuance of new or replacement hardware.

Support customer requests and provide administrative and technical assistance for workstations, mobile devices, Virtual Private Network connections, laptops, and tier one troubleshooting of Video Teleconference and Global Video System issues before escalation.

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. “Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act“.