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IT Service Desk Specialist

Quadrant, Inc.

  • Colorado Springs, CO
  • 4 days ago
  • $23 Per Hour

Highlights

Ticket & Inventory Management Manage the IT Service Desk queue, complete incidents, cases, and request tickets in a timely manner according to SLA performance objectives. This role supports Defense Health Agency (DHA) or Government offices to provide day-to-day management and support of the USAFA desktop computing environment.
Quadrant, Inc.

Numbers & Facts

LocationColorado Springs, CO
IndustryHealthcare Services
Company Size500 to 999 employees
Year Founded2017
Websitehttp://www.quadrantinc.com/

Description

IT Service Desk Specialist
Colorado Spring USAF, CO
Pay From $23 HR

MUST
Security+ CE Certification required
Public Trust clearable
6+months experience required in troubleshooting and repairing both hardware and software-related issues.
Complex and progressive experience in a Microsoft computer support environment with experience in a Microsoft customer service and support environment in a large critical environment.
Experienced in workstation maintenance and support.
Experienced in troubleshooting and repairing the standard set of peripherals for a workstation in an enterprise medical environment.
Ability to demonstrate high standards of customer support and produce high customer satisfaction.
Meet the requirements for an IAT Level II position as defined in DOD 8570-01-M.
BS Degree is a plus

DUTIES
This role supports Defense Health Agency (DHA) or Government offices to provide day-to-day management and support of the USAFA desktop computing environment
First-Line Troubleshooting & User Support
  • Answer IT support calls, provide walk-up desk support, and respond to user questions.
  • Provide desk-side and remote user assistance to resolve software and hardware problems that cannot be resolved remotely by the enterprise GSC.
  • Assist with first-line troubleshooting for account issues, including System Authorization Access Requests (SAAR) and Active Directory (AD).
  • Provide Tier II technical customer service and support to users regarding all facets of In and Out-processing.
  • Direct out-of-scope calls or issues that do not belong to the local site back to Tier 1 (enterprise service desk).
Hardware, Software, & Touch-Labor
  • Provide on-site touch-labor, including the integration, configuration, and installation of authorized hardware, software, and peripherals.
  • Install and configure internal workstation components, such as network cards, sound cards, video cards, and other hardware expansions.
  • Support local technology acquisition and lifecycle management (LCM) for desktops, laptops, tablets, printers, and other IT hardware.
  • Prepare IT systems according to Air Force and AFMS configuration guidelines from new equipment through full lifecycle.
  • Perform data migration by copying all stored data and files to new equipment and verifying that all data and files are present and functional before completing a deployment.
Ticket & Inventory Management
  • Manage the IT Service Desk queue, complete incidents, cases, and request tickets in a timely manner according to SLA performance objectives.
  • Acknowledge all assigned trouble tickets and ensure the customer receives correspondence within 24 hours by updating the ticket in progress or leaving detailed notes.
  • Document all work performed accurately within the Incident Management System (ServiceNow).
  • Follow established DHA procedures to request and obtain software licenses.
  • Keep a current, strictly accountable inventory of all equipment from the initial receipt of hardware from the Logistics Division to the return of recovered equipment.
  • Clearly document the old and new serial numbers of any serially numbered component that is replaced, following all procedures for equipment tracking and the return of defective parts.
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 .

About Company

Quadrant is a full-life cycle staff augmentation agency providing a proven "rapid fire" approach in responding to the needs of our clients. Quadrant offers a comprehensive suite of staffing solutions for organizations in the Healthcare, Medical, Dental, Information Technology, HR and Government contract sectors.

Our clients have come to include some of the largest and most recognized brand named companies in the Washington, DC and Baltimore, MD metropolitan regions. Quadrant is a DOD TOP Secret cleared facility and holds a Maryland Minority Business Enterprise (MBE) and Virginia SWaM certification. Quadrant's clients are rapidly hiring a mix of healthcare, medical, dental, information technology, recruiting and HR professionals.

Quadrant is recognized as the largest Healthcare Staffing agency in the Washington DC area. We support every major healthcare system and thousands of area healthcare practices. Our healthcare division focuses on all clinical and nonclinical staff with the exception of physicians. Our database boasts hundreds of thousands of local screened healthcare professionals; the largest in the area. Our resources enable us to respond to our clients requests quickly, generally within 24 hours of request on mainstream orders.

Our Information Technology clients support a broad mix of commercial and federal government agencies. Our clients include government contractors who support projects with federal agencies such as U.S. Department of Veterans Affairs, National Institutes of Health(NIH), U.S. Customs and Border Patrol, FDA, FBI, USPTO, DHS, DHHS, DOD, DOJ, DOE, DISA, and USPS. In addition to our federal portfolio, Quadrant also supports a range of commercial clients focusing in software, telecom, mobile, web and healthcare development.

Whether you are a job seeker or a company with open positions to fill we will bridge the talent gap. Contact any of our seasoned professional recruiters or account managers and we will walk you through our proven staffing methodology. We offer a consultative approach to both potential employee and employer. We seek the right match, at the right time, every time.

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