{"absolute_url":"https://job-boards.greenhouse.io/veterans/jobs/8875058002","data_compliance":[{"type":"gdpr","requires_consent":false,"requires_processing_consent":false,"requires_retention_consent":false,"retention_period":null,"demographic_data_consent_applies":false}],"internal_job_id":6553849002,"location":{"name":"Washington, DC"},"metadata":[{"id":4102739002,"name":"Clearance Level","value":["Secret"],"value_type":"multi_select"}],"id":8875058002,"updated_at":"2026-10-07T15:18:53-04:00","requisition_id":"4158","title":"Helpdesk Technician - Tier 1","company_name":"IntelliDyne Jobs for Veterans","first_published":"2026-10-07T09:57:04-04:00","language":"en","application_deadline":null,"content":"\u0026lt;p style=\u0026quot;text-align: center;\u0026quot;\u0026gt;\u0026lt;strong\u0026gt;Help Desk Technician - Tier 1\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Clearance: \u0026lt;/strong\u0026gt;Active Secret\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Status:\u0026lt;/strong\u0026gt; Non-Exempt\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Location: \u0026lt;/strong\u0026gt;Washington, DC (Hybrid 3 days on-site, 2 days remote)\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026amp;nbsp;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Responsibilities:\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Answer service calls, tickets and emails coming into the call center.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Create a customer incident in ServiceNow, the call tracking software for every call answered.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Assist clients with hardware and software support via telephone.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Coordinate with team to ensure rapid response times and follow-up with customers.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Ensure that all VIP calls are responded to immediately.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Develop professional working relationship with customer to better understand business needs.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Identify, research and resolve technical problems.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Document, track and monitor the problem to ensure a timely resolution.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Update and develop CAC policies and procedures.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Coordinate and consult with Customer, Engineering, Deskside Manager and team members to meet customer requirements.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Advise management of potential risks that may have impact on customer base and operating environment.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Qualifications:\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;2+ years IT support experience, preferably in the public sector\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Active HDI Customer Support Representative certification\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Must obtain Google IT Support certification within 6 months\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Active Secret clearance or higher\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Must have High School diploma or higher degree\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Superior customer service skills a must; strong desire to provide the highest quality of service to the customer required.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Superb verbal communication skills; comfortable working on the telephone and responding to calls.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Knowledge of Information Technology network and systems technologies, processes, and methodologies required.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;Compensation:\u0026amp;nbsp; $18/hr - $24/hr\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;About Us\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;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.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026amp;nbsp;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026amp;nbsp;\u0026lt;/p\u0026gt;","departments":[{"id":4022034002,"name":"Client Technical Support","child_ids":[],"parent_id":null}],"offices":[{"id":4129057002,"name":"DC - DOJ CIV IT","location":"Washington, District of Columbia, United States","child_ids":[],"parent_id":null}],"ai_disclaimer":null,"include_ai_disclaimer":null,"ai_opt_out_request_url":null}