Typical response: within 5 days Secure 1-click apply No spam — we never sell your data
AI summary
Tier 1 Helpdesk Technician role supporting a government client onsite in Herndon, VA, handling calls/tickets/emails and providing first-line hardware, software, and mobile support. IntelliDyne is a people-first government IT services provider. Standout perk: steady onsite role requiring/using an active Secret clearance with clear process/tools (ServiceNow).
Key skills
Tier 1 helpdesk / IT supportServiceNow (incident/ticketing)Call center phone supportHardware and software troubleshootingMobile support (add/delete users, ad hoc tasks)Customer service and VIP supportTechnical documentation and tracking to resolutionCAC policies and proceduresHDI Customer Support Representative (CSR) certificationActive Secret clearance
Pays $25.00 per hour for this onsite, non-exempt Tier 1 helpdesk role in Herndon, VA.
You'll thrive here if you enjoy fast-paced Tier 1 customer support, can communicate clearly by phone, and are comfortable documenting and resolving issues in a structured, ticket-driven environment supporting government users.
Why apply
Active Secret clearance role
Onsite Herndon, VA support
Top Workplace, inclusive environment
Help Desk Technician - Tier 1
Clearance: Active Secret
Status: Non-Exempt
Location
Herndon, VA (Onsite)
Compensation
$25.00 per hour
Responsibilities
Answer service calls, tickets and emails coming into the call center.
Create a customer incident in ServiceNow, the call tracking software for every call answered.
Provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.
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.
Identify, research and resolve technical problems.
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
2+ years IT support experience, preferably in the public sector
Active HDI Customer Support Representative certification
Must obtain Google IT Support certification within 6 months
Active Secret clearance or higher
Must have High School diploma 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.
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 or .
