IntelliDyne, LLC

  • Help Desk Technician (Tier l)

    Locations US-VA-Falls Church
    Posted Date 1 month ago(10/11/2018 10:52 AM)
    Job ID
    # of Positions
    Experience (Years)
  • Qualifications

    • Must have a minimum of an ACTIVE DOD Position of Trust level Security Clearance or higher level clearance
    • With Bachelors Degree, requires 0-2 years' relevant professional experience to include customer service and information technology experience.  With Associate's degree or High School degree, requires 2 years professional relevant experience. 
    • DOD 8570 IAT Level l, ll, or lll certification required:  A+, Network+, or Security+ CE
    • Superior customer service skills a must.  Strong desire to provide the highest quality of service to the customer required.
    • Superb verbal communication skills; comfortable working on the telephone and responding to calls.
    • Knowledge 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.

    All candidates must be U.S. citizens with a minimum of an ACTIVE DOD Position of Trust or higher.  Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.


    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.



    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, Analytics, Mobile Computing, Business Process Management, Data Center Consolidation, Enterprise Collaboration and Enterprise Infrastructure Management.


    IntelliDyne is an Equal Opportunity Employer.


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