Lead Deskside Support Technician

Lead Deskside Support Technician

Location: Washington, DC (Onsite)

Clearance: Secret

Status: Exempt

Salary: $95,000 - $105,000

Responsibilities:

• Serve as the senior and lead of a team of professionals to deliver technical support and services to facilitate customers' use of business applications and solutions, and maintain high levels of service and meet service level agreement metrics
• Provide daily interaction with the client.
• Assist with the Interviewing, training and on boarding of new technicians.
• Primary escalation contact for troubleshooting all IT-related problems, including hardware/software, password reset, and printer problems across sites.
• Represent IntelliDyne and its interests in all client engagements.
• Participate in daily meetings.
• Address and correct any hardware, software, or network connection issues.
• Provide answers to clients by identifying problems; researching answers; guiding client through corrective steps.
• Resolve problems through customer education, training, and direct assistance.

Qualifications:

• Bachelor's degree in IT or related field.
• Minimum 4 years of relevant experience. Preferred leading Help Desk or Service Desk environment.
• Is a Microsoft Certified Professional (MCP) or Google IT Support Technician
• Proven Customer Service skills including the ability to focus on building customer relationships and responding to customer needs.
• Strong coaching and feedback skills.
• Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task.
• Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, 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.
• Document, update and close tickets according to defined service level agreement requirements

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.

Our Benefits

• Inclusive and supportive work environment
• Competitive compensation package
• Professional growth through annual subsidy for trainings, certifications, professional memberships as well as mentorships and job shadowing
• Medical, dental, vision, 401(K) with company match
• Flexible Paid Time Off Program, 11 holidays, paid parental leave, military leave, and government shutdown leave
• Rewards and recognition through peer awards, service year awards, spot bonuses, and annual company awards
• Wellness and mental health benefits
• Commuter benefits
• Flexible work options

Our Commitment to Diversity and Inclusion

We are committed to honoring diversity, equity, inclusion and accessibility in our hiring practices. IntelliDyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.