Help Desk - Tier I

Job ID: 24-01143 Help Desk - Deskside Support Technician (TIER I) Falls Church, VA MUST: Current or DoD Secret Clearance or Active Level 2 or 3 Public Trust Experienced Help Desk - Tier I 2+ years of experience in help desk or desktop support Familiar with Windows 7 or 10 environments and all standard MS Office software systems including MS Project Experience with Remedy, heat and similar ticketing systems Knowledge Microsoft Management Console tools, specifically Active Directory (AD) for user and computers Excellent communications and customer service skills - with ability to work directly with executive level clients Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented Attentive to details and able to multi-task Must have active A+, Network+ce or Security+CE Associates' or Bachelor's Degree Preferred DUTIES: Provide technical support to end users on a variety of issues Answer calls coming into the Tier 1 Help Desk quickly and professionally Create a customer incident in Remedy, the call tracking software for every call answered Cross train on Blackberry Support, adding and deleting users to the client network as well as other ad hoc tasks Coordinate with team to ensure rapid response times and follow-up with customers Ensure that all VIP calls are responded to immediately Develop professional working relationships with customers to better serve and understand the needs of the client Identify, research, and resolve technical problems Respond to telephone calls, email and personnel requests for technical support Document, track and monitor the problem to ensure a timely resolution Update and develop CAC policies and procedures Coordinate and consult with Customer, Engineering, Deskside Manager,vendors and team members to meet customer requirements Advise management of potential risks that may have impact on customer base ----------------------------------------------------------------------------- *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.