Helpdesk Technician - Tier 1

IntelliDyne Jobs for Veterans; Washington (District of Columbia); Hybrid; USD 25,000 - 33,000; Full time

Job summary

IntelliDyne, LLC is seeking an IT support specialist in Washington, DC. Hybrid role with three days on-site and two remote, focusing on rapid incident handling and VIP support.

You will answer calls, create incidents in ServiceNow, manage user accounts, and assist clients with hardware/software issues while coordinating with teams to meet customer needs.

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.
• High School diploma or higher.
• Superior customer service skills; strong verbal communication.
• Knowledge of IT network and systems technologies, processes and methodologies.

Responsibilities

• Answer service calls, tickets and emails entering the call center.
• Create a customer incident in ServiceNow for every call answered.
• Provide mobile support, add/delete users and other ad hoc tasks.
• Assist clients with hardware and software support via telephone.
• Coordinate with the team for rapid response times and follow-up with customers.
• Ensure VIP calls are responded to immediately.
• Develop professional relationships to understand business needs.
• Identify, research and resolve technical problems.

Skills

IT support experience

HDI certification

Google IT Support certification

Security clearance

Verbal communication

IT networks knowledge

ServiceNow

Education

High School diploma or higher

HDI Customer Support Representative certification

Google IT Support certification

Tools

ServiceNow

Job description

Location: Washington, DC (Hybrid 3 days on-site, 2 days remote)

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 [e-mail] or 703-575-9715.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in IntelliDyne Jobs for Veterans's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.