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# Helpdesk Technician - Tier 1

- **Company:** IntelliDyne
- **Location:** Falls Church, VA, United States
- **Experience:** Expert
- **Salary:** $43,680.0 - $54,080.0
- **Contract:** Permanent contract
- **Skills:** CompTIA Security+, Information Technology
- **Published:** August 2, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9069186/helpdesk-technician-tier-1

## About the Role

* Active DOD Public Trust clearance.
 * Active CompTIA Security+ CE certification.
 * Bachelor's Degree and 4 years relevant support experience or a HS degree and 8 years relevant support experience.
 * 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.

## Description

* Answer calls coming into the Tier 1 Help Desk.
 * Create a customer incident in Remedy, the call tracking software for every call answered.
 * Ability to provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.
 * Ability to 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.
 * Provide technical support to end users on a variety of issues.
 * Identify, research and resolve technical problems.
 * Respond to telephone calls, emails and personnel requests for technical support.
 * 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.


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