Information Technology Customer Service Specialist

Information Technology Customer Service Specialist

TQI Solutions is currently seeking proactive and customer-focused professionals eager to join our team in delivering impactful IT support services to our valued clients. At TQI, we deeply value our team members. We are dedicated to fostering a positive work-life balance, offering an exceptional benefits package, and providing avenues for continuous career advancement. Join our team and immerse yourself in a collaborative work environment where your contributions are valued, acknowledged, and cherished. Become an integral part of our journey, and together, we'll achieve great things.

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 Government Clearance and is full-time onsite.

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.

Certifications (Required)

• IAT Level I

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 (SDVOSB) with staff located in Virginia, Maryland, DC, North Carolina, Hawaii, and California. We provide Mission and Information Technology Support Services to a wide range of Department of Defense clients. TQI Solutions strives to exceed customer expectations through results-oriented services and solutions that enable mission success. We pride ourselves in adopting our client’s missions as our own and consistently providing world-class technical solutions. We accomplish this by hiring dedicated problem solvers who build long-term, 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.