Helpdesk - Technical Support (Jr) from Quadrant Inc
Ft. Belvoir, VA
About the Job
Job ID: 24-01560
Helpdesk Specialist (Jr)
Ft. Belvoir, VA
MUST:
Must have an Active Top Secret with SCI eligibility
Experienced Junior Helpdesk Specialist
2+ years of Help Desk experience
Operational experience with ServiceNow
Exhibit excellent customer service, organizational and time management skills
Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: A+ CE, CCNA-Security, CND, Network+ CE, SSCP, within 6 months of hire.
Ability to work independently and yet be effective within a team setting
Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment.
Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
Possess a friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
Excellent skills in Microsoft Word, Excel, and other Office applications.
Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
Ability to provide technical assistance and support over the phone, good phone skills, professional demeanor, and previous customer service experience strongly desired.
Good problem-solving skills: ability to visualize a problem/situation and think abstractly to solve it.
High school diploma or GED and six years of relevant experience; or an Associate degree and four years of experience; or Bachelors degree and two years of experience.
DUTIES:
Respond to email or chat messages for customers seeking help.
Walk customers through problem-solving process.
Run diagnostic programs to resolve problems.
Follow up with customers to ensure issue(s) were resolved.
Gain feedback from customers about system usage.
Run reports to determine malfunctions that continue to occur.
Create a ticket in the approved incident management system for all support calls received or route user support calls to appropriate IT Help Desk.
Utilize Attempt First Call Resolution (FCR) for all requests received.
Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
Other duties as assigned.
*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.
Helpdesk Specialist (Jr)
Ft. Belvoir, VA
MUST:
Must have an Active Top Secret with SCI eligibility
Experienced Junior Helpdesk Specialist
2+ years of Help Desk experience
Operational experience with ServiceNow
Exhibit excellent customer service, organizational and time management skills
Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: A+ CE, CCNA-Security, CND, Network+ CE, SSCP, within 6 months of hire.
Ability to work independently and yet be effective within a team setting
Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment.
Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
Possess a friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
Excellent skills in Microsoft Word, Excel, and other Office applications.
Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
Ability to provide technical assistance and support over the phone, good phone skills, professional demeanor, and previous customer service experience strongly desired.
Good problem-solving skills: ability to visualize a problem/situation and think abstractly to solve it.
High school diploma or GED and six years of relevant experience; or an Associate degree and four years of experience; or Bachelors degree and two years of experience.
DUTIES:
Respond to email or chat messages for customers seeking help.
Walk customers through problem-solving process.
Run diagnostic programs to resolve problems.
Follow up with customers to ensure issue(s) were resolved.
Gain feedback from customers about system usage.
Run reports to determine malfunctions that continue to occur.
Create a ticket in the approved incident management system for all support calls received or route user support calls to appropriate IT Help Desk.
Utilize Attempt First Call Resolution (FCR) for all requests received.
Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
Other duties as assigned.