Helpdesk Technician - Tier 1
Job description
Help Desk Technician - Tier 1
Clearance: Active Secret
Status: Non-Exempt
Location: Herndon, VA (Onsite)
Responsibilities
- Answer service calls, tickets and emails coming into the call center.
- Create a customer incident in ServiceNow, the call tracking software for every call answered.
- Provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.
- 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.
- Identify, research and resolve technical problems.
- 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
- 2+ years IT support experience, preferably in the public sector
- Active HDI Customer Support Representative certification
- Must obtain Google IT Support certification within 6 months
- Active Secret clearance or higher
- Must have High School diploma or higher degree
- 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.
Compensation: $18/hr - $24/hr
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.
Skills mentioned
IntelliDyne is a leading Government Information Technology firm enabling better mission performance through innovative technology solutions. Founded in 1999 by Robert Grey, IntelliDyne has been dedicated to providing exceptional consulting services that help government and commercial clients navigate the complexities of modern IT challenges. Over the past two decades, IntelliDyne has built a trusted reputation, often maintaining long-term relationships with clients who appreciate the commitment and quality of service they receive. The company specializes in a wide array of IT solutions including IT infrastructure management, cybersecurity, and cloud computing. Their approach emphasizes a collaborative culture where ideas are shared and innovation is encouraged. This commitment to excellence has led to numerous awards and recognitions, solidifying IntelliDyne's position as a premier provider of IT services in the government sector. IntelliDyne’s team is not only skilled but also passionate about their work, striving to make a significant impact through their efforts in support of federal missions and initiatives.
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