Helpdesk Technician - Tier 1

Responsibilities

• Answer Tier 1 Help Desk calls promptly and create customer incidents in Remedy
• Provide mobile support, including user management and AD HOC tasks
• 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 for end users
• 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

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

Benefits

• Medical, dental, vision, and 401(K) with company match
• Flexible Paid Time Off Program, 11 holidays, and paid parental leave
• Professional growth through annual 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.