Tier 1 Help Desk Technician – Onsite (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

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.