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IT SUPPORT SPECIALIST

Washington, DC

Company Description

 

Our company thrives on creating the most inventive approach to any data challenge. Qbase delivers leading solutions in data enhancement, management and analytics to improve the quality of our clients' data, including scoring and predictive modeling.

 

0Innovative Qbase technology works smarter and faster to drive better results at lower cost. Along with our proprietary tools and web-hosted solutions which offer a fresh, intuitive approach to the way our clients manage and use data, we provide a full spectrum of information technology services to meet client mission-critical requirements in the government, military, healthcare and commercial markets.

 

A SHARP FOCUS ON GETTING IT RIGHT motivates Qbase leadership, its engineers, and employees. Led by seasoned former executives and inventors from LexisNexis, Apptis, and other leading companies, the Qbase team provides hands-on consultation with analysis of your data to maximize its value

Job Description

 Monitor the ticket queues, analyze and perform Tier I triage of all assigned hardware, software and LAN/WAN trouble tickets

 

  • Ensure Tickets are properly routed to Tier II technicians and external support groups
  • Ensure VIP and priority tickets are properly acknowledged and assigned within set SLA’s
  • Assists in outage management coordination and notification processes
  • Update tickets following a standard documentation template, stating or restating the Issue, Actions Taken, and Next Actions Needed
  • Administration of users and computers in Active Directory
  • Monitor and reporting of ticket trending to Area Supervisors and Management
  • Provide production and ad-hoc operational reports
  • Activate and initialize users email accounts on mobile devices and tablets such as iPhones, iPads and Blackberry’s
  • Create, Modify, and update technical and operational documentation as necessary
  • Create and distribute the on-call duty roster on a weekly basis
  • Assist in the monthly Inventory Reporting and Asset Management related processes
  • Participate in other necessary tasks including but not limited to data gathering, compilation and auditing
  • Perform office administration and automation tasks as needed

 

Knowledge and skills:

  • Ability to communicate effectively in writing and orally with customers, management and team members
  • Demonstrated initiative with a strong sense of urgency and purpose
  • Knowledge of Active Directory, LAN/WAN technologies and common IT terminology
  • Experience using Blackberry, and Apple iOS devices
  • Proven ability to operate in high pressure situations while successfully handling multiple priorities and projects simultaneously in a timely manner
  • Ability to work independently in a dynamic environment
  • Comprehensive knowledge of operating systems and office productivity software (Preferred: Microsoft Windows, Microsoft Office, SharePoint, and Adobe Acrobat)
  • Experience using IT Service Management software (Preferred: Remedy, HEAT, Siebel, Unicenter or ServiceNow)
  • Must be detail oriented with strong analytical skills and possess a demonstrated problem solving ability
  • Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs.

Qualifications

Associate’s degree in Information Technology or related field (preferred)

 

  • 1 or more years of experience providing technical support in an enterprise environment (preferred)
  • Professional Certifications: MCITP, A+, Security+ and/or Network+ (preferred)

 

Clearance Requirement: U.S. Citizenship required:  Background Investigation and up to Top Secret clearance, Active DoD government issued security clearance (preferred)

 

Location: This position will be based out of our client site in Washington, DC

 

Travel Requirement: None

 

Qbase develops proprietary data management tools, including Qbase Data Discovery™ and Qbase Data Transformer™, to help you understand and improve your data. Qbase data analytics reveal new ways to drive revenue and increase profits. Our web-based applications and high throughput computing solutions can be custom-designed to solve your most complex data problems. Our IT solutions and consulting services help keep you proactive. Learn more about our technology at  http://www.4qbase.com/our_technology.html

 

Find our latest collection of Qbase resources, written by our data and technology experts, on a wide variety of topics covering IT, data analytics, data quality, data security disaster prevention and other important issues at http://www.4qbase.com/resource.html

 

The Qbase team brings a diverse combination of skills and expertise developed in a range of fields and leadership positions—from CEOs of large companies to an officer leading IT initiatives in the U.S. Armed Services. Additionally, the team offers deep and broad experience in federal technology integration, database management and analytics, and in enterprise systems development. Learn more about Qbase leadership at http://www.4qbase.com/team.html

Additional Information

EEO Statement: Qbase is an Equal Opportunity Employer/Affirmative Action Employer (M/F/D/V). It is the policy of Qbase to ensure equal employment opportunity in accordance with Executive Order 11246, as amended and all applicable federal regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age (40 years old or more), or veteran status is illegal. Qbase managers and employees will comply with state and federal equal employment laws, rules, regulations and guidelines experience.

 

Qbase utilizes E-Verify