Information Technology Customer Support Speci

TQI Solutions seeks proactive, visionary thought leaders to drive impactful solutions for clients. We value our team, offering work-life balance, excellent benefits, and career growth. Join us and immerse yourself in a rewarding experience like no other.

We are currently seeking an Information Technology Customer Service Specialist to join our dedicated team. As a key contributor, you will provide crucial support to our esteemed client located in Norfolk, VA. This position requires an Active Secret Level Clearance and is full-time onsite.

The estimated hourly range for this role is $28.83 per hour. Final compensation is dependent upon the candidate's skills, qualifications, contract-specific guidelines, and geographic location. TQI is committed to pay equity and compliance with the Virginia Pay Transparency Act; we do not request or consider prior salary history when making employment offers.

Job Responsibilities:

• Provide first-tier IT customer service and troubleshooting support.
• Triage and route unresolved issues to appropriate divisions.
• Respond to IT incidents, research solutions, and maintain problem resolution databases.
• Guide users through IT systems, including ticketing platforms and SharePoint Help Desk.
• Track, document, and close customer service requests and incidents.
• Perform analysis to identify trends and opportunities for service improvements.
• Support IT hardware issuance and inventory, including activation/deactivation of command mobile devices.
• Reconcile cellular usage and coordinate with vendors for billing and services.
• Create and maintain SOPs and other documentation, providing quarterly updates or as required.
• Assist with general office administration, including correspondence, supply requisition, recordkeeping, and report preparation.
• Support legacy applications and systems not transitioned to NMCI.
• Provide support for internal IT service audits and generate activity/progress reports.
• Serve as a liaison to external vendors and command personnel for IT services.
• Develop and maintain training plans, equipment lists, and operational documentation. Qualifications:
• Minimum of 3 years of related IT customer support/distance support experience.
• At least 1 year of Help Desk/Service Desk support experience.
• Proficient in Windows 10, Office 2016, Internet
• Explorer (latest), and SharePoint 2013.
• Skilled in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access).
• Strong written and verbal communication skills to effectively interface with Government civilians, military personnel, and contractors.
• Comptia Security+ Certification (Required)
• Additional Duties May Include:
• Supporting accounting/financial operations tied to IT services.
• Performing clerical and administrative functions for divisional support.
• Preparing reports, summaries, and responses to inquiries.
• Supporting new staff orientation and maintaining documentation systems.

The incumbent of this position will be subject to a background investigation and will be required to maintain a Government-granted security clearance.

TQI Solutions, Inc. is a Service-Disabled Veteran-Owned Small Business with staff located in VA, MD, DC, NC, HI, and CA. We provide Mission and IT Support Services to a wide range of DoD clients. At TQI Solutions, our aim is to surpass customer expectations through results-oriented services and solutions that ensure mission success. We take pride in fully embracing our clients' missions as our own and consistently delivering world-class technical solutions. Our team comprises dedicated problem solvers who prioritize building lasting and mutually trusting relationships with our customers.

TQI Solutions is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, disability, or veteran status.