New 
IT Support Technician (Tier I / L 1)
 Quadrant, Inc. | |
 United States, Virginia, Sterling | |
 Jun 17, 2026 | |
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IT Support Technician Sterling, VA / Onsite MUST: Eligible for Public Trust Experienced Help Desk - Tier I 1+ year of experience providing IT, help desk or desktop support Foundational understanding of the basics for systems and/or networks Familiar with Windows environments Understanding of ticketing systems Understanding of Microsoft office software systems Strong desire to learn Information Technologies Excellent customer service skills - with ability to work directly with executive level clients Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented Attentive to details and able to multi-task IT certifications are a plus : Active A+ or Security+CE Associates' or Bachelor's Degree Preferred DUTIES: The ideal candidate will be the onsite support person and first point of contact for client Provide technical support to end users on a variety of issues Escalate tickets and issues to the bigger team at home office Answer calls coming into the Tier 1 Help Desk quickly and professionally Create a customer incident in Remedy, the call tracking software for every call answered 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 relationships with customers to better serve and understand the needs of the client 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 requirements Advise management of potential risks that may have impact on customer base 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. | |