Helpdesk Technician - Tier 1

<p style="text-align: center;"></p> <p><strong>Help Desk Technician - Tier 1</strong></p> <p><strong>Clearance: </strong>Eligibility for DOD Public Trust</p> <p><strong>Status:</strong> Non-Exempt</p> <p><strong>Location: </strong>Falls Church, VA (Onsite)</p> <p><strong>Responsibilities:</strong></p> <ul> <li>Answer calls coming into the Tier 1 Help Desk by the third ring.</li> <li>Create a customer incident in Remedy, the call tracking software for every call answered.</li> <li>Ability to provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.</li> <li>Ability to 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>Provide technical support to end users on a variety of issues.</li> <li>Identify, research and resolve technical problems.</li> <li>Respond to telephone calls, emails and personnel requests for technical support.</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>Eligible for a DOD Public Trust clearance.</li> <li>Active CompTIA Security+ CE certification.</li> <li>Bachelor's Degree and 4 years relevant support experience or a HS degree and 8 years relevant support experience.</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