IT Support Technician - Deskside

Classification: Non-Exempt Position

Location: 1100 L. Street NW Washington, DC

Clearance: Secret

Compensation:  $70,000 - $75,000k/yr

Qualifications:

Required:

• Associate’s degree in IT or closely related field.
• Minimum 4 years’ experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants.
• Clearance: Must have a Secret clearance
• Must have all or one of the following current certifications:

• MCP (Microsoft Certified Professional)
• CompTIA A+
• HDI-CSR

• Knowledge of Microsoft Management Console tools, specifically

• Active Directory (AD) for user and computers
• Terminal services
• VPN technologies like ZScaler
• Windows OS Imaging tools

• Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.
• Experience preferred troubleshooting and configuring:

• OneDrive/Azure/Office 365/MS Teams/Sharepoint
• VPN (vendor agnostic)
• Print services
• Bomguar/Beyond Trust
• Bitlocker
• ServiceNow

• Excellent verbal and written communication skills
• Professionally organized and dressed
• Data entry skills that clearly explain how problems were fix
• Customer focused and service oriented
• Attentive to details
• Able to multi-task.
• Ability to work individually and within a team environment with little supervision.

Responsibilities:

• Provide 2nd level escalation support to the Tier 1 Help Desk.
• Provide remote and on-site troubleshooting for hardware and software support.
• Resolve Call Center Tech Support tickets and provide desk-side support to onsite customers.
• Install, monitor, troubleshoot, replace, and support
• Multiple software solutions from multiple vendors outside of MS Office
• Printers/printer consumables, multi-function devices/multi-function device consumables, and imaging scanners
• Mobile devices or VTC issues
• WiFi or local and wide area networks or connectivity issues,
• Data storage systems, Active Directory, and other third-party software.
• Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.
• Work with VIPs, providing a “white glove” service where necessary.
• Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.
• Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.
• Track all work, inventory, and projects using a ticketing system
• Provide assistance and participate on new project(s) testing and deployment/delivery.
• Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.
• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.
• Participate in project deployment.
• Provide input and update knowledge base as necessary.
• Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.
• Maintain an organized resource/hardware furnished storage room(s).
• Document, update and close tickets according to defined service level agreement requirements.
• Provide support and participate in asset management analysis and data governance.

About Us

IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne 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.

For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.

DHA - Deskside Technician- Tier 2

Clearance: Eligible for DOD Public Trust

Status: Non-exempt

Location: Falls Church, VA (Onsite)

Responsibilities:

• Daily client interface.
• Representing IntelliDyne and its interests in all client engagements.
• Addressing and correcting any hardware, software or connection issue
• Supporting Desktop and Laptop users and solves problems with Microsoft, Adobe, Roxio and other deployed software.
• Resolving problems through customer education, training and direct assistance.
• Ensuring backup, recover and data restoration from workstations for customers during upgrades or when a problem with the system is diagnosed.
• Responding and correcting formatting for printing and all other peripheral issues as they arise.
• Providing phone and in-person support to users for various systems, including e-mail, LAN/WAN, user account administration, active directory, standard desktop images and applications, COTS and GOTS applications.
• Serving as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.

Qualifications:

• DOD 8570 IAT Level ll, or lll certification required: example Security+ CE.
• Bachelor's Degree and 4 years technical support experience or a HS degree and 8 years technical support experience.
• Minimum of 4 years of enterprise experience in commercial or government environment.
• Must be eligible for a DOD Public Trust or higher.
• Familiar with all standard MS Office software systems and MS Project.
• Possess knowledge of workstation administration and management including imaging.
• Basic network support experience to include account administration in active directory environment.
• Excellent analytical, oral and written communication, presentation, and problem-solving skills
• Ability to gain internal support and to operate independently without supervision.
• Must have the ability to establish a solid working relationship with customers, technical staff, managers and peers.

Preferred:
•    ITIL Foundations v4 desired.
•    Knowledge of Remedy or other trouble ticket software.

About Us
IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne 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.

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.

Help Desk Technician - Tier 1

Clearance: Active DOD Public Trust

Status: Non-Exempt

Location: Falls Church, VA (Onsite)

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.
• Ability to provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.
• Ability to 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.
• Provide technical support to end users on a variety of issues.
• Identify, research and resolve technical problems.
• Respond to telephone calls, emails 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 and team members to meet customer requirements.
• Advise management of potential risks that may have impact on customer base and operating environment.

Qualifications:

• Active DOD Public Trust clearance.
• Active CompTIA Security+ CE certification.
• Bachelor's Degree and 4 years relevant support experience or a HS degree and 8 years relevant support experience.
• 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

IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne 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.

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.