Helpdesk Technician - Tier 1

Responsibilities

• Answer service calls, tickets, and emails via the call center
• Create customer incidents in ServiceNow for every call answered
• Provide mobile support, including adding and deleting users to the client network
• Assist clients with hardware and software support via telephone
• Coordinate with the team to ensure rapid response times and follow-up
• 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 customer base and operating environment

Requirements

• 2+ years of IT support experience, preferably in the public sector
• Active Secret clearance
• Active HDI Customer Support Representative certification
• High School diploma or higher degree
• Knowledge of IT network and systems technologies, processes, and methodologies
• Superior customer service and verbal communication skills

Preferred Qualifications

• Ability to obtain Google IT Support certification within 6 months

About the Company

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