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Help Desk - Tier II
Ref No.: 17-04495
Location: Silver Spring, Maryland
Position Type:Right to Hire
HELP DESK TIER II
Silver Spring MD

MUST:

TIER II Help desk specialist
3+ years of enterprise experience in commercial or government environment
2+ years' experience working in help desk / desktop support role
1+ years' of previous Customer Service experience or Call Center environment

Experience with IT and Help Desk technologies, to include Remedy, Heat, other ticketing systems, VPNs, remote and VMware tools, Office 13, Exchange, Active Directory, Windows 7 and 10, and knowledge of laptop technologies strongly preferred.
Cert: IAT level II or III : Security+ CE, CASP, CISSP, GSEC, CCNA Security CISA
Able to pass multiple background checks and Hold DoD Secret


DUTIES:
The Help Desk will be preforming the following duties:
Answer calls coming into the Tier 1 Help Desk by the third ring
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 relationship with customer to better understand business needs
Process customer orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction
Provide technical support to end users on a variety of issue
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 requirement
Advise management of potential risks that may have impact on customer base and operating environment
Quadrant is an equal opportunity employer!