Help Desk Technician

Summary

Join IntelliDyne as a Tier 1 Help Desk Technician in Vienna, VA! This hybrid role (3 days onsite, 2 days remote) requires a minimum of 1 year of help desk and 2 years of customer service experience. You will answer calls, resolve IT issues within Microsoft 365 and Azure, and provide both in-person and remote support. Excellent communication and customer service skills are essential. The position offers a competitive compensation package, including benefits like medical, dental, vision, 401k matching, paid time off, and professional development opportunities. A Bachelor's degree and technical certifications are preferred but not required.

Requirements

• A minimum of 1 year of previous Help Desk experience
• A minimum of 2 years of previous Customer Service experience
• Superior customer service skills are a must with a 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 with technical and non-technical audiences across all levels of the organization
• Knowledge of Information Technology network and systems technologies, processes, and methodologies
• Experience with Microsoft 365 applications (SharePoint, Outlook, Teams, etc.)
• Willingness to assist with all tiers of IT support and all projects for the Corporate IT Team
• Willingness to learn and adapt to new technologies and industry best practices

Responsibilities

• Answer calls coming into the Corporate IT Help Desk by the third ring and create an incident in the ticket tracking software for every call answered
• Monitor the IT Service Management (ITSM) system and address tickets submitted online in a timely manner
• Document, track and monitor each incident to ensure a timely resolution
• Perform Tier 1 systems administration tasks within the Microsoft 365 and Azure environments
• Assist users with hardware and software support
• Coordinate with team to ensure rapid response times and follow-up with customers as needed
• Ensure that all VIP calls are responded to immediately and resolved as quickly as possible
• Develop a professional working relationship with customers to better understand business needs
• Process customer orders, prepare correspondence, and fulfill customer needs to ensure high customer satisfaction
• Advise management of potential risks that may have impact on the customer base and/or operating environment
• Provide support and guidance for users in all aspects of Microsoft 365 (e.g., SharePoint, Outlook, Teams, etc.)
• Participate in efforts to continually improve company-wide technology platforms and applications
• Proactively analyze end user environments and recommend improvement ideas with automation where applicable
• Provide in-person technical support as well as remote support using remote support tools such as BeyondTrust
• Create and update knowledge base articles for common issues to provide customers with self-service support

Preferred Qualifications

• B.S. degree in Computer Science, Information Technology, or equivalent program
• One or more technical certifications (e.g., A+, Network+, Security+, ITIL, Microsoft, etc.)
• Experience training end users in Microsoft 365, Adobe Acrobat, SharePoint, etc
• Experience creating and updating documentation, including user guides and knowledgebase articles
• Experience working with ITSM ticketing systems (e.g., Spiceworks, TeamDynamix, ServiceNow, etc.)
• Strong understanding of Microsoft Office and Windows 10/11 operating systems
• Experience with Microsoft 365 administrative tools, such as Intune, Defender, Entra ID, Sentinel, Exchange, etc
• Experience with other IT and Help Desk technologies such as VPNs and remote support tools

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