IntelliDyne, LLC

Returning Candidate?

Sr. Help Desk Analyst

Sr. Help Desk Analyst

Job ID 
# Positions 
US-DC-Washington, DC
Experience (Years) 
3-5 years
Posted Date 

More information about this job



  • 3-5 years deskside experience
  • Strong PC/Laptop hardware troubleshooting and deployment skills Strong software application installation/troubleshooting skills  
  • Proficient server hardware experience, or demonstrable knowledge (RAID, platforms, etc)  MS server OS (2000 – 2008) troubleshooting skills (folder permissions, access, etc)
  • Understanding of basic networking and network troubleshooting (TCP/IP protocol, layer 1 cabling/patch panels, connectivity, and layer 2 switching concepts)
  • Ability to perform basic network troubleshooting problems at desktop and over telephone
  • Minimum 2 year experience supporting a Microsoft Active Directory/Exchange/Office enterprise environment (medium to large office)
  • 3+ years Active Directory management of user accounts and Exchange mailboxes
  • 3+ years experience with Microsoft Windows XP Pro, MS Office 2003/2007, MS Outlook user mailbox management Familiarity with installing various third-party software including VPN clients
  • Must have drive, ambition, and ability to constantly learn and accelerate career to higher levels
  • Willingness to take on new tasks and explore uncharted territory in line of work
  • Excellent customer service skills
  • Must be highly responsive with ability to quickly complete tasks and turn-around requests
  • Strong documentation skills
  • Strong organization skills
  • Professional and positive attitude (working with end users and customers on a regular basis)


Desired Skills:

  • AA or BA degree
  • Microsoft MCP, CompTIA A+ or Net+ certification considered a plus
  • Remedy experience




The mission of the Helpdesk/Deskside Support Technician is to provide users with a centralized point of contact for responsive support, with a proactive approach to identifying and solving problems. We strive to exceed our clients’ expectations in our ongoing pursuit of service excellence:


  • Interacts directly with the users to carry out the activities of the Help Desk and specific issues.
  • Responsible for daily operational requirements and activities for Level I & II support as assigned by manager.
  • Applies knowledge of hardware and software troubleshooting, research, and repair problems that are identified.
  • Ability to work with a team to implement process improvements and new technologies
  • Assists in developing Help Desk department reports and other documentation as requested by manager.
  • Answer helpdesk calls or respond to tickets, assisting users over the phone or at their desks.
  • Install/troubleshoot laptop/PC hardware (component, BIOS, etc)
  • Install/troubleshoot application software (Windows OS, MS Office, etc), user account management (Active Directory - create, modify, disable, delete, etc), user Exchange email box and Outlook profile creation and management, and installation/support of other third-party software.
  • Deskside technician would own the trouble ticket system, managing and keeping up with all tickets submitted, following up and resolving tickets in a timely manner. There is also the requirement to perform after-hours on-call support for urgent cases approx one week per month.
  • Assist Senior Engineer staff in IT implementation projects – including: PC deployment, server implementation, network upgrades, and other IT initiative


The IntelliDyne Way

IntelliDyne is a consulting firm that enables better business performance through innovative technology solutions. We manage public sector programs that deliver higher operational efficiency and measurable value to clients. We advise, develop, and execute effective solutions in Cyber Security, Cloud Computing, Application Development and Mobile Computing, Business Process Management, Data Center Consolidation, Enterprise Collaboration and Enterprise Infrastructure Management.




IntelliDyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.