Helpdesk Technician - Tier 1

IntelliDyne, LLC; Washington (District of Columbia); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

On-site 2-3 days per week

Job summary

IntelliDyne, LLC seeks a Help Desk Technician - Tier 1 to support government clients from its Washington, DC office, onsite 2–3 days per week. The role requires an Active Secret clearance and strong customer service while handling calls, tickets, and emails.

You will create incidents in ServiceNow and provide hardware/software support both remotely and onsite. The ideal candidate has 2+ years IT support experience, holds HDI and MCP certifications, and must obtain Google IT Support certification

Qualifications

• 2+ years IT support experience (public sector preferred).
• Active HDI Customer Support Representative certification and MCP certification.
• Must obtain Google IT Support certification within 6 months.

Responsibilities

• Answer service calls, tickets and emails in the call center.
• Create a customer incident in ServiceNow for every call.
• Provide Mobile Support and manage user accounts as needed.
• Assist clients with hardware and software support via telephone.
• Coordinate with team to ensure rapid response times and follow-ups.
• Interact with VIP callers and ensure immediate attention.

Skills

IT support

Customer service

Verbal communication

Networking basics

Troubleshooting

ServiceNow

Education

HDI Customer Support Representative certification

MCP certification

Google IT Support certification

Tools

ServiceNow

Job description

Help Desk Technician - Tier 1

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 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 and MCP 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.