Job description

Help Desk Support Technician

Iron Bow Technologies has an immediate need for an IT Support professional interested in a permanent Help Desk Technician position in Washington D.C.

The successful candidate will be responsible for providing 1st tier support, consisting of technical and problem resolution support and consistently delivering world-class support that results in a positive customer experiences in a mission-driven organization

Position Responsibilities

• Answer incoming customer calls into Tier 1 Help Desk, create tickets in ServiceNow and have a “customer first” voice when communicating with customer
• Serve as first point of contact with users and resolve as many requests as possible on 1st contact
• Accept support tickets via email or through self-service portal
• Ensure end-users remain productive and services are available
• Create, update and resolve tickets in ServiceNow per defined ticket compliance requirements
• Assist end users by troubleshooting issues, ask probing questions, listen, record data, capture details and actions performed in all customer tickets
• Support account setup, software installation, printer installation and imaging laptops
• Escalate issues through proper channels as soon as possible when appropriate
• Maintain a calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
• Provide reassurance to end-users when diagnosing issues and delivering solutions
• Provide follow up support for open, outstanding support requests for timely resolution
• Advise of potential risks that may have an impact on customer or operating environment
• Be aware of established performance metrics and strive to consistently adhere to them
• Deliver end-user satisfaction that helps to contribute to positive customer feedback

Experience Requirements

• At least 1 year previous help desk, technical call center, or IT service desk experience providing phone-based support, preferably in an environment that followed performance metrics
• Experience working in help desk ticketing platforms, documenting notes in real-time while engaged with the customer on the phone
• Proven ability to work with non-technical end users to provide support and guidance
• Knowledge of the following: Google Mail, Google Suite, iOS, Windows, network, local printers
• Experience with Mobile Device Management Tool JAMF to manage Mac/iOS devices preferred
• Ability to keep sensitive and confidential material private
• Accountable, on-time, and available to take service desk calls at the start of a shift
• HS Diploma required, AS Degree or higher preferred
• US Citizen with ability to go through Suitability Determination and FBI Fingerprint Criminal Background Check through OPM
• This position and continued employment with Iron Bow is contingent upon being fully vaccinated for Covid-19 OR documentation supporting a bona fide Religious or Medical Accommodation

Preferred Qualifications:

• At least 1 of the following certifications preferred: CompTIA A+, Network+, HDI cert
• Microsoft certifications are a plus, but not required

Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target. Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
This position and continued employment with Iron Bow is contingent upon being fully vaccinated for Covid-19 OR documentation supporting a bona fide Religious or Medical Accommodation

Work Location: One location

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