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Service Desk Analyst (Tier I, II, or III level)
Bethesda, MD (Remote)
Pay From: $25.00 per hour

MUST:
Experienced Service Desk Analyst (Tier I, II, or III level)
3 5 years of professional customer support experience preferred
Experience with software application support, assisting users in task-specific workspaces (federal grants, federal/state benefits)
Must have federal support experience
Prior customer and end-user functional/application support experience required
Experience troubleshooting and analyzing software and system application issues
Experience working with CRM ticketing systems, Help Desk tools, or similar platforms
Understanding of Federal Grants processes and/or System Development Life Cycle (SDLC) is a plus
Excellent written and verbal communication skills
Strong problem-solving, analytical, and critical-thinking skills
Strong customer service, research, and organizational skills
Must be able to pass a background investigation and qualify for a Public Trust clearance
CompTIA certification highly desired
Bachelor s degree preferred

DUTIES:
Engage with a high volume of customers and respond to software service requests by phone and web-based communication
Provide functional customer service and application software support to Federal Grants Lifecycle users
Triage customer issues and document troubleshooting methodology in the CRM ticketing system
Troubleshoot and analyze system application issues accurately in a fast-paced environment
Maintain accurate ticket information and provide timely updates
Follow established escalation procedures for unresolved or complex issues
Support internal and external users with system and application-related issues
Review training materials and available resources to provide accurate information to end users
Work with team members and subject matter experts to document and communicate system or process changes
Analyze and resolve system problems using documented procedures, available tools, and technical knowledge
Identify and utilize appropriate resources to resolve customer issues
Maintain a high level of customer satisfaction through timely and accurate issue resolution
Participate in continuous improvement and team problem-solving activities

Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act .

Onsite Role from day 1
Duration: Long Term

A few essential details to remember while looking for contractors The IT Service desk is open Monday to Thursday, 7:30 a.m. 8:00 p.m., Friday, 7:30 a.m. 5:00 p.m., and Saturday 8:00 a.m. 4:30 p.m. The technicians will be scheduled based on the call volume, vacation plans, and other MC requirements, so they must be flexible to work any shift or schedule, including weekends.

Experience / Education / Preferred Certification
Minimum of 3 years' Service Desk experience
Minimum BS/AA degree in a technology-related curriculum
CompTIA A+ certification (Required)
Other certifications desired Help Desk Institute (HDI) and/or ITIL foundation level

Skills:

1) Knowledge of Windows 10 operating system troubleshooting and understanding of MAC operating systems
2) Knowledge of Office 2019 suite and Microsoft 365
3) Excellent customer service skills
4) Experience with Remote desktop tools
5) Experience with ITSM tools (for example CA Service Desk Manager)
6) Knowledge of VPN related troubleshooting
7) Familiarity with cloud-based applications and primary diagnosis and troubleshooting of internet applications
8) Knowledge working on ACD phones
9) Excellent communication skills
10) Experience with chat support and email support in addition to phone support is a plus

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Service Desk Analyst (Tier I, II, or III level)
Bethesda, MD (Remote)
Pay From: $25.00 per hour

MUST:
Experienced Service Desk Analyst (Tier I, II, or III level)
3 5 years of professional customer support experience preferred
Experience with software application support, assisting users in task-specific workspaces (federal grants, federal/state benefits)
Must have federal support experience
Prior customer and end-user functional/application support experience required
Experience troubleshooting and analyzing software and system application issues
Experience working with CRM ticketing systems, Help Desk tools, or similar platforms
Understanding of Federal Grants processes and/or System Development Life Cycle (SDLC) is a plus
Excellent written and verbal communication skills
Strong problem-solving, analytical, and critical-thinking skills
Strong customer service, research, and organizational skills
Must be able to pass a background investigation and qualify for a Public Trust clearance
CompTIA certification highly desired
Bachelor s degree preferred

DUTIES:
Engage with a high volume of customers and respond to software service requests by phone and web-based communication
Provide functional customer service and application software support to Federal Grants Lifecycle users
Triage customer issues and document troubleshooting methodology in the CRM ticketing system
Troubleshoot and analyze system application issues accurately in a fast-paced environment
Maintain accurate ticket information and provide timely updates
Follow established escalation procedures for unresolved or complex issues
Support internal and external users with system and application-related issues
Review training materials and available resources to provide accurate information to end users
Work with team members and subject matter experts to document and communicate system or process changes
Analyze and resolve system problems using documented procedures, available tools, and technical knowledge
Identify and utilize appropriate resources to resolve customer issues
Maintain a high level of customer satisfaction through timely and accurate issue resolution
Participate in continuous improvement and team problem-solving activities

Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act .

Onsite Role from day 1
Duration: Long Term

A few essential details to remember while looking for contractors The IT Service desk is open Monday to Thursday, 7:30 a.m. 8:00 p.m., Friday, 7:30 a.m. 5:00 p.m., and Saturday 8:00 a.m. 4:30 p.m. The technicians will be scheduled based on the call volume, vacation plans, and other MC requirements, so they must be flexible to work any shift or schedule, including weekends.

Experience / Education / Preferred Certification
Minimum of 3 years' Service Desk experience
Minimum BS/AA degree in a technology-related curriculum
CompTIA A+ certification (Required)
Other certifications desired Help Desk Institute (HDI) and/or ITIL foundation level

Skills:

1) Knowledge of Windows 10 operating system troubleshooting and understanding of MAC operating systems
2) Knowledge of Office 2019 suite and Microsoft 365
3) Excellent customer service skills
4) Experience with Remote desktop tools
5) Experience with ITSM tools (for example CA Service Desk Manager)
6) Knowledge of VPN related troubleshooting
7) Familiarity with cloud-based applications and primary diagnosis and troubleshooting of internet applications
8) Knowledge working on ACD phones
9) Excellent communication skills
10) Experience with chat support and email support in addition to phone support is a plus

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.