Help Desk Technician - Tier 1, IntelliDyne, LLC, Falls Church, VA
IntelliDyne, LLC -
Falls Church, VA,
US
Help Desk Technician - Tier 1
Date Posted: 2024-06-27
Job description
Answer calls coming into the Tier 1 Help Desk by the third ring. 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. Co...Technician, Help Desk, Technical Support, Help, Customer Service, IT, Technology, Business Services