Help Desk Specialist

1 day ago

Falls Church, Virginia, United States IntelliDyne Full time
Job Title: Help Desk Technician

Join IntelliDyne, a leading provider of IT solutions, as a Help Desk Technician and play a critical role in delivering exceptional customer service to our clients.

About the Role:

We are seeking a highly skilled and motivated Help Desk Technician to join our team. As a Help Desk Technician, you will be responsible for providing technical support to end-users, troubleshooting and resolving technical issues, and ensuring that all customer incidents are resolved in a timely and professional manner.

Key Responsibilities:
  • Provide technical support to end-users via phone, email, and in-person
  • Troubleshoot and resolve technical issues related to hardware, software, and network connectivity
  • Document and track customer incidents using Remedy, our call tracking software
  • Collaborate with team members to ensure rapid response times and follow-up with customers
  • Develop professional working relationships with customers to better understand their business needs
  • Process customer orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction
  • Identify, research, and resolve technical problems
  • Respond to telephone calls, emails, and personnel requests for technical support
  • Document, track, and monitor problems to ensure timely resolution
  • Update and develop CAC policies and procedures
  • Coordinate and consult with customers, engineering, deskside managers, and team members to meet customer requirements
  • Advise management of potential risks that may impact the customer base and operating environment
Requirements:
  • DOD 8570 IAT Level I, II, or III certification required: A+, Network+, or Security+ CE, or higher
  • Superior customer service skills and a strong desire to provide the highest quality of service to customers
  • Superb verbal communication skills and comfort working on the telephone and responding to calls
  • Knowledge of Information Technology network and systems technologies, processes, and methodologies
  • Preferred: B.S. Computer Science or equivalent education and experience, at least 1+ years of previous Help Desk experience, and at least 1+ years of previous Customer Service experience or Call Center environment
  • 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
Benefits:
  • Inclusive and supportive work environment
  • Competitive compensation package
  • Professional growth through annual subsidy for trainings, certifications, professional memberships, mentorships, and job shadowing
  • Medical, dental, vision, 401(K) with company match
  • Flexible Paid Time Off Program, 11 holidays, paid parental leave, military leave, and government shutdown leave
  • Rewards and recognition through peer awards, service year awards, spot bonuses, and annual company awards
  • Wellness and mental health benefits
  • Commuter benefits
  • Flexible work options
Commitment to Diversity and Inclusion:

We are committed to honoring diversity, equity, inclusion, and accessibility in our hiring practices. IntelliDyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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