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# Helpdesk Technician - Tier 1

- **Company:** IntelliDyne
- **Location:** Herndon, VA, United States
- **Experience:** Experienced
- **Salary:** $37,440.0 - $49,920.0
- **Contract:** Permanent contract
- **Skills:** SC Clearance, Information Technology, Servicenow
- **Published:** October 7, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9223119/helpdesk-technician-tier-1

## About the Role

* 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.

Compensation: $18/hr - $24/hr

## Description

* 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.