Helpdesk Technician - Tier 1 Security Clearance

Position: Helpdesk Technician - Tier 1 with Security Clearance
Help Desk Technician - Tier 1 Clearance:
Active Secret Status:
Non-Exempt

Location:

Herndon, VA (Onsite) Compensation: $25.00 per hour Responsibilities:
* Answer service calls, tickets and emails coming into the call center.
* Create a customer incident in Service Now, the call tracking software for every call answered.
* Provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.
* Assist clients with hardware and software support via telephone.
* 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.
* Identify, research and resolve technical problems.
* 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 and team members to meet customer requirements.
* Advise management of potential risks that may have impact on customer base and operating environment.

Qualifications:

* 2+ years IT support experience, preferably in the public sector
* Active HDI Customer Support Representative certification
* Must obtain Google IT Support certification within 6 months
* Active Secret clearance or higher
* Must have High School diploma or higher degree
* 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. About Us Intelli Dyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. Intelli Dyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.

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