IT Support Technician – Deskside 2

It Support Technician – Deskside 2

• Clearance: Must be able to obtain a secret clearance 
• Status: Non-Exempt  
• Location: Washington, DC 
• Compensation: $44/hr - $46/hr 

Responsibilities:

• Serve as a senior technician on the Deskside Support team, providing 2nd level escalation support to the Tier 1 Help Desk and providing mentoring and coaching to junior team members.
• Provide remote and on-site troubleshooting for hardware and software support.
• Resolve Call Center Tech Support tickets and provide desk-side support to the rest of the client's customers.
• 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.
• Maintain an organized resource/hardware furnished storage room(s).
• Document, update and close tickets according to defined service level agreement requirements.

Qualifications:

• Have a Bachelor’s degree in IT or closely related field, or an additional 2 years of relevant 

experience in lieu of each year of education. 

• Minimum 4+ years of experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants, or an additional 2 years of relevant experience in lieu of each year of education.
• MCP (Microsoft Certified Professional - currently: MDA-100) or Google IT Support Technician certification.
• Knowledge of Microsoft Management Console tools, specifically Active Directory (AD) for user and computers, thin client, terminal services and Virtual Desktop Infrastructure (VMWare VDI).
• Must be self-motivated to learn and sharpen technology knowledge and skills along with 

Business Processes.

• Experience preferred of VMWare, VOIP, Ticket tracking system, and Office 365.
• 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.
• Ability to work individually and within a team environment with little supervision.

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

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.