IntelliDyne, LLC

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Deskside Support Specialist

Deskside Support Specialist

Job ID 
# Positions 
US-MD-Silver Spring
Experience (Years) 
3+ years
Posted Date 
Information Technology - Network Administration

More information about this job



Location: Silver Spring, MD

Title: Help Desk / Deskside Support Specialist


Clearance: DOD Public Trust.  Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.



Required Technical Skills:

    •  Must be IAT Level II Certified by possessing one of the following certifications: Security+, GSEC, SSCP or CCNA-Security required

Required Qualifications 

  • Minimum of 1+ years of related enterprise experience in a commercial or government IT environment, including Help Desk experience
  • Familiar with all standard MS Office software systems
  • Possesses knowledge of workstation administration and management including imaging
  • Possesses basic network support experience to include account administration in Active Directory environment
  • Able to establish a solid working relationship with customers, technical staff, managers, and peers

Preferred Additional Skills:

  • Bachelors (BS) degree in Computer Science or other relevant IT-related field
  • Certified Help Desk Analyst
  • Microsoft certifications


Principal Duties and Responsibilities


Deskside Support:

  • Interfaces with client daily
  • Represents IntelliDyne and its interests in all client engagements
  • Supports the development of additional IntelliDyne business
  • Addresses and corrects any hardware, software, or network connection issues
  • Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
  • Supports Desktop and Laptop users and solves problems with Microsoft, Adobe, Java, and other software in the production environment
  • Resolves problems through customer education, training, and direct assistance
  • Ensures backup, recovery, and data restoration from workstations for customers during upgrades or when a problem with the system is diagnosed
  • Responds to and corrects formatting for printing and all other peripheral issues as they arise
  • Provides phone and in-person support to users for various systems, including e-mail, LAN/WAN, user account administration, Active Directory, standard desktop images and applications, COTS and GOTS applications
  • Serves as an escalated point of contact for troubleshooting all IT-related problems, including hardware/software, password reset, and printer problems

Help Desk Support:

  • 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
  • Cross train on Blackberry Support, adding and deleting users to the Army network as well as other ad hoc tasks
  • 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, email and personnel requests for technical support
  • Document, track and monitor the problem to ensure a timely resolution
  • Update and develop CAC policies and procedures
  • Coordinate and consult with Customer, Engineering, Deskside Manager, vendors and team members to meet customer requirements
  • Advise management of potential risks that may have impact on customer base and operating environment


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.