Address
Form of workJob Description
Help DeskTier I
Chicago, IL
MUST:
Public Trust Eligible
Experienced Tier IHelp Desk
1+ years of Help Desk/ Service Desk experience
Ability to accurately document and ticketing information with minimal errors and/or rework
Must be able to work independently, achieve productivity goals, and manage ones time
Strong written and verbal communication skills
Attention to detail and a can-do attitude
Must be able to work on site and weekends on a rotating schedule
Technical certifications are highly desired
Bachelors degree required; additional years of experience may be accepted in lieu of degree
DUTIES:
Process incident and service requests, and escalate critical service interruptions accordingly to service level requirements
Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met
Provide remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing tool
May also make outboard service calls to potential customers
Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots
May be required to work in one or multiple work queues over various customer contact channels
When new solutions are derived to resolve issues,
Provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created
Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution
*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.
Chicago, IL
MUST:
Public Trust Eligible
Experienced Tier IHelp Desk
1+ years of Help Desk/ Service Desk experience
Ability to accurately document and ticketing information with minimal errors and/or rework
Must be able to work independently, achieve productivity goals, and manage ones time
Strong written and verbal communication skills
Attention to detail and a can-do attitude
Must be able to work on site and weekends on a rotating schedule
Technical certifications are highly desired
Bachelors degree required; additional years of experience may be accepted in lieu of degree
DUTIES:
Process incident and service requests, and escalate critical service interruptions accordingly to service level requirements
Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met
Provide remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing tool
May also make outboard service calls to potential customers
Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots
May be required to work in one or multiple work queues over various customer contact channels
When new solutions are derived to resolve issues,
Provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created
Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution
