Help Desk Technician - Tier 1
Clearance: Eligible for DOD Public Trust
Status: Non-Exempt
Location: Falls Church, VA (Onsite)
Responsibilities:
- Answer calls coming into the Tier 1 Help Desk.
- Create a customer incident in Remedy, the call tracking software for every call answered.
- Ability to provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.
- Ability to assist clients with hardware and software support via telephone.
- 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 relationship with customer to better understand business needs.
- Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction.
- Provide technical support to end users on a variety of issues.
- Identify, research and resolve technical problems.
- Respond to telephone calls, emails 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 and team members to meet customer requirements.
- Advise management of potential risks that may have impact on customer base and operating environment.
Qualifications:
- Active DOD Public Trust clearance.
- Active CompTIA Security+ CE certification.
- Bachelor's Degree and 4 years relevant support experience or a HS degree and 8 years relevant support experience.
- Superior customer service skills a must; strong desire to provide the highest quality of service to the customer required.
- Superb verbal communication skills; comfortable working on the telephone and responding to calls.
- Knowledge of Information Technology network and systems technologies, processes, and methodologies required.
About Us
IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.
For individuals with disabilities who would like to request an accommodation, please contact [email protected] or 703-575-9715.
