A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Job Requirements Falls Church, VA Public Trust Polygraph Unspecified Career Level not specified Salary not specified Join Premium to unlock estimated salaries Job Description Help Desk Technician - Tier 1
Clearance:
Active 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 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. 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 staffing@intellidyne-llc.com or 703-575-9715.
