Help Desk -tier Ii Job In San Antonio, Texas, Quadrant, Inc.

Help Desk -tier Ii Job In San Antonio, Texas, Quadrant, Inc.

Details + Details -

  • Job type: Full time
  • Contract type: Permanent
  • Salary type: Per annum
  • Occupation: Help desk -tier ii
  • Remote:
  • Work from home:

Location + Location -

  • Country: United States
  • Region: Texas
  • City: San Antonio
  • Address: San Antonio, Texas

Description + Description -

Help Desk Tier II Fort Sam Houston Must: TIER II Help desk specialist: Current DoD Secret clearance or Level III Public Trust 3+ years of enterprise experience in commercial or government environment 2+ years' experience working in help desk / desktop support role Previous Customer Service experience or Call Center environment Experience with IT and Help Desk technologies, to include Remedy, Heat, other ticketing systems Experience with VPNs, remote and VMware tools, Office 13, Exchange, Active Directory, Windows 7 and 10, and knowledge of laptop technologies strongly preferred Strong communication skills both written and verbal Cert: IAT level II or III : Security+ CE, CASP, CISSP, GSEC, CCNA Security CISA Duties The Help Desk will be performing 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, 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.

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Presented By: Quadrant, Inc.