About this role
IT Support Technician - Deskside
Classification: Non-Exempt
Location: 1100 L. Street NW Washington, DC
Clearance: Secret
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.
Qualifications:
- High School Diploma.
- 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)
- Google IT Support
- 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.
Compensation: $50,000 - $120,000
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.