4+ years of experience in deskside support, particularly for executive-level clients.
Must possess a Secret clearance.
Current certification in MCP, Google IT Support, or HDI-CSR required.
Proficient in Microsoft Management Console tools, including Active Directory and VPN technologies.
Self-motivated with a commitment to continuous learning in technology and business processes.
Strong verbal and written communication skills.
Responsibilities
Provide 2nd level escalation support to the Tier 1 Help Desk.
Troubleshoot hardware and software issues both remotely and on-site.
Resolve tech support tickets and deliver desk-side assistance to clients.
Install and support various software solutions and hardware devices.
Document incidents and resolutions in the ticket tracking system.
Deliver 'white glove' service to VIP clients as needed.
Coordinate logistics for asset movement and maintain organized storage.
Benefits
Opportunity for professional development and continuous learning.
Engagement with high-profile clients and executive-level support.
Dynamic work environment with varied responsibilities across multiple sites.
Participation in project deployment and testing.
Access to a structured ticketing system for tracking work and inventory.
Full Job Description
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 IntelliDyne, LLC
IntelliDyne is an information technology consulting firm that provides services to government agencies and commercial clients. The company's services include cloud computing, cybersecurity, data analytics, and software development. IntelliDyne was founded in 1999 and is headquartered in Herndon, Virginia. The company has been recognized for its work in the areas of cybersecurity and cloud computing.
