Help Desk Technician (Tier l)

• K nowledge of Information Technology network and systems technologies, processes, and methodologies required.

Preferred Additional Skills:

• B.S. Computer Science or equivalent education and experience desired
• At least 1+ years of previous Help Desk experience.
• At least 1+ years’ of previous Customer Service experience or Call Center environment.
• 1+ years of experience in the IT field
• Experience with IT and Help Desk technologies, to include Remedy, Heat, other ticketing systems, VPNs, remote and VMware tools, Office 13, Exchange, Active Directory, Windows 7 and 10, and knowledge of laptop technologies strongly preferred.
• Candidates with current active DOD Security Clearances of Public Trust or Secret preferred.

All candidates must be U.S. citizens and able to quickly obtain and main a DOD Position of Trust. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.

Responsibilities
Principal Duties & 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.
• Cross train on Blackberry Support, adding and deleting users to the client network as well as other ad hoc tasks.
• 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, email 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,vendors and team members to meet customer requirements.
• Advise management of potential risks that may have impact on customer base and operating environment.

Overview
Job Description:

IntelliDyne, LLC is a seeking a highly motivated and eager to learn entry level Help Desk Technician to support federal and contract employees. We are seeking a candidate who can operate in a fast paced environment. This position will allow the right candidate the opportunity to establish best practices for service engagement in a technical environment. If you are a great troubleshooter who can see above the fray and identify improvement opportunities with a knack for impressing the client, you will find a home with IntelliDyne in this position. The mission of the Help Desk is to provide its customers with a point of contact for responsive support, with a proactive approach to identifying and solving problems. We strive to exceed our customers’ expectations in our ongoing pursuit of service excellence.

The IntelliDyne Way

IntelliDyne is a consulting firm that enables better business performance through innovative technology solutions. We manage public sector programs that deliver higher operational efficiency and measurable value to clients. We advise, develop, and execute effective solutions in Cyber Security, Cloud Computing, Application Development and Mobile Computing, Business Process Management, Data Center Consolidation, Enterprise Collaboration and Enterprise Infrastructure Management.

IntelliDyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.