Helpdesk Technician - Tier 1
About The Position
Help Desk Technician - Tier 1 Clearance: Active Secret Status: Non-Exempt Location: Herndon, VA (Onsite) 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 [email protected] or 703-575-9715.
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.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
