Help Desk – Deskside Support Tier III from Quadrant Inc

Fort Bevoir, VA

About the Job

Job ID: 24-01433

Deskside Support Tier III
Fort Belvoir, VA

Must:
Active DoD Secret clearance required
Experienced Tier II Help Desk/ Desktop Support Admin
6 years of experiencing in TIER II help desk,desk side or end user support
Strong experience with user access management
Experience using the Remedy Ticketing system (ARS).
Experience with Windows 10 Operating Systems and Office 2013
Experience with Microsoft SCCM and perform imaging of desktop machines
Experience working with virtual infrastructure (i.e. VMWare) strongly desired
Experience managing Microsoft Active Directory required
Excellent communications both written and verbal skills
Strong attention to detail
Excellent customer service skills over the phone, in person and via email
Ability to interact with Senior Government Leadership in an professional manner
Current CompTIA Security+ CE required
Bachelor's Degree is a plus

Duties:
Provide technical support including client hardware and software support
Handle all escalated tickets from Tier I and Tier II teams
Respond to customer trouble requests and problem calls received by telephone, email, or generated from the Remedy ticketing system
Resolve customer issues using automated remote control software or other remote tools where possible
Provide support to individuals at users workstations and docking stations with direct hands-on troubleshooting and repair services for both hardware and software issues
Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 10 OS, Office 2013 and other authorized desktop applications and peripheral equipment
Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties
Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network
Escalate the issue/problem to proper Tier 3 Support team members when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral

*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.