Helpdesk Technician - Tier 1 New Falls Church, VA

IntelliDyne, LLC; Falls Church (VA); Hybrid; USD 40,000 - 56,000; Full time

Job summary

IntelliDyne, LLC is seeking a Tier 1 Help Desk specialist in Falls Church, VA, onsite. You will answer calls, log incidents in Remedy, and provide basic hardware/software support to end users via phone and on-site as needed.

The role requires a DOD Public Trust clearance or eligibility, CompTIA Security+ CE, and a combination of education and experience. You will work with a team to meet customer requirements and maintain high service levels.

Qualifications

• Active DOD Public Trust clearance required.
• Active CompTIA Security+ CE certification.
• Bachelor's Degree with 4 years relevant support experience, or HS diploma with 8 years experience.
• Superior customer service and strong verbal communication skills.

Responsibilities

• Answer Tier 1 Help Desk calls.
• Create a customer incident in Remedy for every call answered.
• Provide Mobile Support and manage user accounts.
• Assist clients with hardware and software support via telephone.
• Coordinate with team to ensure rapid response and follow-up with customers.
• Ensure VIP calls are responded to immediately.
• Document and track problems to ensure timely resolution.
• Update and develop CAC policies and procedures.

Skills

Customer service

Verbal communication

Team collaboration

Troubleshooting

Education

Bachelor's Degree + 4 years or HS + 8 years experience

Tools

Remedy

Active Directory

Job description

Clearance: Eligible for DOD Public Trust

Status: Non-Exempt

Location:Falls Church, VA (Onsite)

Responsibilities:

• Answer calls coming into the Tier 1 Help Desk.
• 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 DOD Public Trust clearance.
• 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.

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.