Helpdesk Technician - Tier 1
External
Veterans · Falls Church, VAFull-timeOn-site1mo ago
Accessibility
Prepare for this interview
EliteAI-generated questions, company research, and talking points tailored to this role
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.
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.
Requirements
- 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.
Benefits
Inclusive and supportive work environmentCompetitive compensation packageProfessional growth through annual subsidy for trainings, certifications, professional memberships as well as mentorships and job shadowingMedical, dental, vision, 401(K) with company matchFlexible Paid Time Off Program, 11 holidays, paid parental leave, military leave, and government shutdown leaveRewards and recognition through peer awards, service year awards, spot bonuses, and annual company awardsWellness and mental health benefitsCommuter benefitsFlexible work optionsOur Commitment to Diversity and InclusionHealth insuranceDental insuranceVision insurance401(k)Flexible scheduleEquity / stock optionsPerformance bonusParental leave
Additional Information
Help Desk Technician - Tier 1 Clearance: Active DOD Public Trust Status: Non-Exempt Location: Falls Church, VA (Onsite)
Your Match
How well this role fits your profile.
Company Intel
What employees say
Worked at veterans? Share your experience