Help Desk Technician - Tier 1 Bench

IntelliDyne, LLC; Falls Church (VA); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Help Desk Technician to join their dynamic team. This role involves providing top-notch technical support to clients, ensuring rapid response times, and maintaining high customer satisfaction. The ideal candidate will possess a strong background in IT support, excellent communication skills, and a passion for helping others. With a commitment to diversity and inclusion, this innovative firm offers a supportive work environment and numerous benefits, including professional growth opportunities and a competitive compensation package. If you are eager to make a difference in the IT sector, this position is perfect for you.

Benefits

Inclusive work environment

Competitive compensation package

Professional growth subsidies

Medical, dental, vision benefits

Flexible Paid Time Off

Wellness and mental health benefits

Commuter benefits

Flexible work options

Qualifications

• Active CompTIA Security+ CE certification required.
• Bachelor's Degree with 4 years experience or HS diploma with 8 years experience.
• Strong customer service and communication skills essential.

Responsibilities

• Answer calls and provide technical support to end users.
• Create customer incidents in Remedy and track resolutions.
• Develop relationships with customers to understand their needs.

Skills

CompTIA Security+ CE

Customer Service

Technical Support

Communication Skills

Information Technology Knowledge

Education

Bachelor's Degree

High School Diploma

Tools

Remedy

Job description

Help Desk Technician - Tier 1 Bench

Clearance: Eligible for DOD Public Trust

Status: Non-Exempt

Location:Falls Church, VA (Onsite)

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.

Qualifications:

• 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.

Our Benefits

• Inclusive and supportive work environment


• Competitive compensation package


• Professional growth through annual subsidy for trainings, certifications, professional memberships as well as mentorships and job shadowing


• Medical, dental, vision, 401(K) with company match


• Flexible Paid Time Off Program, 11 holidays, paid parental leave, military leave, and government shutdown leave


• Rewards and recognition through peer awards, service year awards, spot bonuses, and annual company awards


• Wellness and mental health benefits


• Commuter benefits


• Flexible work options

Our Commitment to Diversity and Inclusion

We are committed to honoring diversity, equity, inclusion and accessibility in our hiring practices. IntelliDyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact [e-mail] or 703-575-9715.