About this role
Application Services Technician
Clearance: Active Secret
Status: Non-Exempt
Location: Washington, DC (Required to be onsite 2 to 3 days per week)
Responsibilities:
- Answer service calls, tickets and emails coming into the application team.
- Create a customer incident in ServiceNow, the call tracking software for every call answered.
- Assist clients with application 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.
- Coordinate and consult with Customer, Engineering, Applications Manager and team members to meet customer requirements.
- Advise management of potential risks that may have impact on customer base and operating environment.
Qualifications:
- 4+ years IT Application support experience
- Active CCSP and R1RP certification
- Active Secret clearance or higher
- Must have an Associates Degree 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.
Compensation: $25/hr - $38/hr
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 [email protected] or 703-575-9715.