Helpdesk Technician - Tier 1 at IntelliDyne

<p style="text-align: center;"><strong>Help Desk Technician - Tier 1</strong></p> <p><strong>Clearance: </strong>Active Secret</p> <p><strong>Status:</strong> Non-Exempt</p> <p><strong>Location:&nbsp;</strong>Herndon, VA (Onsite)</p> <p>&nbsp;</p> <p><strong>Responsibilities:</strong></p> <ul> <li>Answer service calls, tickets and emails coming into the call center.</li> <li>Create a customer incident in ServiceNow, the call tracking software for every call answered.</li> <li>Provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.</li> <li>Assist clients with hardware and software support via telephone.</li> <li>Coordinate with team to ensure rapid response times and follow-up with customers.</li> <li>Ensure that all VIP calls are responded to immediately.</li> <li>Develop professional working relationship with customer to better understand business needs.</li> <li>Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction.</li> <li>Identify, research and resolve technical problems.</li> <li>Document, track and monitor the problem to ensure a timely resolution.</li> <li>Update and develop CAC policies and procedures.</li> <li>Coordinate and consult with Customer, Engineering, Deskside Manager and team members to meet customer requirements.</li> <li>Advise management of potential risks that may have impact on customer base and operating environment.</li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li>2+ years IT support experience, preferably in the public sector</li> <li>Active HDI Customer Support Representative certification <ul> <li>Must obtain Google IT Support certification within 6 months</li> </ul> </li> <li>Active Secret clearance or higher</li> <li>Must have High School diploma or higher degree</li> <li>Superior customer service skills a must; strong desire to provide the highest quality of service to the customer required.</li> <li>Superb verbal communication skills; comfortable working on the telephone and responding to calls.</li> <li>Knowledge of Information Technology network and systems technologies, processes, and methodologies required.</li> </ul> <p><strong>About Us</strong></p> <p>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.</p> <p>For individuals with disabilities who would like to request an accommodation, please contact [email protected] or 703-575-9715.</p> <p>&nbsp;</p> <p>&nbsp;</p>