Senior IT SpecialistWashington, DC MUST:Top Secret Clearance requiredExperienced Senior IT Specialist5+ years of relevant experienceMust have mobile device experienceMust have outstanding IT technical skills as well as customer service skillsDesire to work with customers in person on a daily basisBachelors preferred (extra 4 years of experience if no degree) DUTIES:Provides a wide range of technical service with the utmost professionalism to users in a solution center settingProvide information and direction to users on how to gain access to IT services.Receive walk-in customer IT queries, documenting as much detail of issues as possibleTroubleshoot and triage interaction and incident tickets, and documenting all troubleshooting diagnostics performed by the Solution Center before escalating incidents to the next tier level supportEnter and manage Service Manager (SM) ticketsGive guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possibleWriting comprehensive diagnostic details in tickets after troubleshooting and triage activities; and assigning to appropriate solver groupsInform customers of their IT options and the associated benefits and limitations.Provide expert technical support to customers having varying levels of computing skillsIdentify incident trends and escalate identified problems to supervisory personnelWorks with walk-up customers to resolve IT issues and answer IT-related questionsAbility to troubleshoot and resolve issues accurately, promptly, and to the user's satisfactionWorks with customers with all levels of IT knowledge resolving issues, answering questions, and providing guidanceWorks as part of a team as well as independently using IT skills and experience to resolve IT issues as quickly and accurately as possibleAscertains patterns and develops proposed procedural and operational changes to minimize or eliminate common or recurring problemsWorks under limited supervision on tasks within established proceduresFocus is on maintaining a high level of customer satisfactionAll personnel are required to be respectful, professional, courteous, and knowledgeable at all timesProvide IT support to all customers in a solution center settingProvide the necessary information in the ticket in the event the ticket is passed to another solver groupTriage and troubleshoot tickets submittedChange and reset passwords on FBI information systemsProvide desktop software application assistanceResolve trouble tickets while interacting with the user, First Call Resolution or escalate to other support entitiesProvide customers with status of the ticket and serve as primary supportQuadrant, 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.