Helpdesk Technician - Tier 1

Responsibilities

• Answer incoming Tier 1 Help Desk calls promptly
• Create customer incidents in Remedy call tracking software
• Provide mobile support including user management and AD HOC tasks
• Assist clients with hardware and software support via telephone
• Coordinate with team for rapid response and customer follow-up
• Ensure immediate response to VIP calls
• Identify, research, and resolve technical problems
• Document, track, and monitor problems to ensure timely resolution
• Update and develop CAC policies and procedures
• Advise management of potential risks to the operating environment

Requirements

• Active DOD Public Trust clearance
• Active CompTIA Security+ CE certification
• Bachelor's Degree and 4 years of relevant support experience, or HS degree and 8 years of relevant support experience
• Superior customer service and verbal communication skills
• Knowledge of IT network and systems technologies, processes, and methodologies

Benefits

• Medical, dental, and vision insurance
• 401(K) with company match
• Flexible Paid Time Off Program and 11 holidays
• Paid parental leave, military leave, and government shutdown leave
• Professional growth subsidies for training and certifications
• Wellness and mental health benefits
• Commuter benefits

About the Company

IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions.