Application Services Technician

IntelliDyne, LLC; Washington (District of Columbia); On-site; USD 34,000 - 52,000; Full time

Job summary

IntelliDyne, LLC in Washington, DC is seeking an Application Services Technician to answer service calls and assist clients with application support onsite 2 to 3 days per week. The role requires 4+ years IT application support experience, an active Secret clearance with higher, CCSP and R1RP certifications, and superb customer-service mindset and verbal communication skills to resolve issues promptly.

You will document incidents in ServiceNow, coordinate with engineering and customers, and

Qualifications

• 4+ years IT Application support experience.
• Active CCSP and R1RP certification.
• Active Secret clearance or higher.
• Must have an Associates Degree 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.

Responsibilities

• Answer service calls, tickets and emails coming into the application team.
• Create a customer incident in ServiceNow, the call tracking software for every call answered.
• Assist clients with application 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.
• Coordinate and consult with Customer, Engineering, Applications Manager and team members to meet customer requirements.
• Advise management of potential risks that may have impact on customer base and operating environment.

Skills

IT application support

Secret clearance

CCSP certification

R1RP certification

Education

Associates degree or higher

Job description

Application Services Technician

Clearance: Active Secret

Status: Non-Exempt

Location: Washington, DC (Required to be onsite 2 to 3 days per week)

Responsibilities

• Answer service calls, tickets and emails coming into the application team.
• Create a customer incident in ServiceNow, the call tracking software for every call answered.
• Assist clients with application 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.
• Coordinate and consult with Customer, Engineering, Applications Manager and team members to meet customer requirements.
• Advise management of potential risks that may have impact on customer base and operating environment.

Qualifications

• 4+ years IT Application support experience
• Active CCSP and R1RP certification
• Active Secret clearance or higher
• Must have an Associates Degree 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: $25/hr - $38/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 [e-mail] or 703-575-9715.