Application Services Technician

IntelliDyne•Washington, DC

3d•$25 - $38•Hybrid

About The Position

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.

Requirements

4+ years IT Application support experience
Active CCSP and R1RP certification
Active Secret clearance or higher
Must have an Associates Degree 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.

Responsibilities

Answer service calls, tickets and emails coming into the application team.
Create a customer incident in ServiceNow, the call tracking software for every call answered.
Assist clients with application 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.
Coordinate and consult with Customer, Engineering, Applications Manager and team members to meet customer requirements.
Advise management of potential risks that may have impact on customer base and operating environment.