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IntelliDyne, LLC · 1 month ago

Helpdesk Technician - Tier 1

Falls Church, VA

Full-time

Onsite

Entry Level

1+ years exp

IntelliDyne, LLC empowers government organizations through quality services and innovative IT solutions. They are seeking a Help Desk Technician - Tier 1 to provide technical support, assist clients with hardware and software issues, and ensure customer satisfaction through effective communication and problem resolution.

ConsultingInformation Technology

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Answer calls coming into the Tier 1 Help Desk by the third ring

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

Qualification

DOD 8570 IAT Level IICustomer service skillsInformation Technology knowledgeHelp Desk experienceRemedyActive DirectoryWindows 7Team coordinationVerbal communication skillsProblem-solving

Required

DOD 8570 IAT Level II or higher certification required (i.e., Security+ CE)

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

Must be eligible for a DOD Position of Trust clearance or higher

Preferred

B.S. Computer Science or equivalent education and experience desired

At least 1+ years of previous Help Desk experience

At least 1+ years of previous Customer Service experience or Call Center environment

1+ years of experience in the IT field

Experience with IT and Help Desk technologies, to include Remedy, Heat, other ticketing systems, VPNs, remote and VMware tools, Office 13, Exchange, Active Directory, Windows 7 and 10, and knowledge of laptop technologies strongly preferred