Helpdesk Technician - Tier 1

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.