What are the responsibilities and job description for the Help Desk Technician position at IntelliDyne?
Help Desk Technician - Tier 1
Clearance: Must be clearable
Status: Non-Exempt
Work Location: Vienna, VA - Hybrid - onsite 3 days per week - Remote 2 days per week
Responsibilities:
- Answer calls coming into the Corporate IT Help Desk by the third ring and create an incident in the ticket tracking software for every call answered
- Monitor the IT Service Management (ITSM) system and address tickets submitted online in a timely manner
- Document, track and monitor each incident to ensure a timely resolution
- Perform Tier 1 systems administration tasks within the Microsoft 365 and Azure environments
- Assist users with hardware and software support
- Coordinate with team to ensure rapid response times and follow-up with customers as needed
- Ensure that all VIP calls are responded to immediately and resolved as quickly as possible
- Develop a professional working relationship with customers to better understand business needs
- Process customer orders, prepare correspondence, and fulfill customer needs to ensure high customer satisfaction
- Advise management of potential risks that may have impact on the customer base and/or operating environment
- Provide support and guidance for users in all aspects of Microsoft 365 (e.g., SharePoint, Outlook, Teams, etc.)
- Participate in efforts to continually improve company-wide technology platforms and applications
- Proactively analyze end user environments and recommend improvement ideas with automation where applicable
- Provide in-person technical support as well as remote support using remote support tools such as BeyondTrust
- Create and update knowledge base articles for common issues to provide customers with self-service support
Required Qualifications:
- A minimum of 1 year of previous Help Desk experience
- A minimum of 2 years of previous Customer Service experience
- Superior customer service skills are a must with a 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 with technical and non-technical audiences across all levels of the organization
- Knowledge of Information Technology network and systems technologies, processes, and methodologies
- Experience with Microsoft 365 applications (SharePoint, Outlook, Teams, etc.)
- Willingness to assist with all tiers of IT support and all projects for the Corporate IT Team
- Willingness to learn and adapt to new technologies and industry best practices
Preferred:
- B.S. degree in Computer Science, Information Technology, or equivalent program
- One or more technical certifications (e.g., A , Network , Security , ITIL, Microsoft, etc.)
- Experience training end users in Microsoft 365, Adobe Acrobat, SharePoint, etc.
- Experience creating and updating documentation, including user guides and knowledgebase articles
- Experience working with ITSM ticketing systems (e.g., Spiceworks, TeamDynamix, ServiceNow, etc.)
- Strong understanding of Microsoft Office and Windows 10/11 operating systems
- Experience with Microsoft 365 administrative tools, such as Intune, Defender, Entra ID, Sentinel, Exchange, etc.
- Experience with other IT and Help Desk technologies such as VPNs and remote support tools
Our Benefits
- Inclusive and supportive work environment
- Competitive compensation package
- Professional growth through annual subsidy for trainings, certifications, professional memberships as well as 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
Our 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. For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.
