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Help Desk - Tier 1
Ref No.: 17-06035
Location: Falls Church, Virginia
Position Type:Right to Hire
Help Desk – Tier 1
Falls Church, VA

Must:

1+ years of basic support and Help desk experience
1+ years' of previous Customer Service experience or Call Center environment
Knowledge of Information Technology network and systems technologies, processes, and methodologies required
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
Superb verbal communication skills; comfortable working on the telephone and responding to calls
Certification required: A+, Network+, or Security+ CE
Bachelor Degree – if Associates Degree 2 additional years required
Active DoD Secret
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 issues
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
*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.