Helpdesk Technician - Tier 1

About the role

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 staffing@intellidyne-llc.com or 703-575-9715.

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.

Requirements

• 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.

Additional Information

Help Desk Technician - Tier 1 Clearance: Active Secret Status: Non-Exempt Location: Herndon, VA (Onsite)

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