Tier I Helpdesk Technician

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!"

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. It’s The Iron Bow Way.

DOES THIS SOUND LIKE YOU?

• Empathy is the ability to understand and care for others’ feelings and experiences. Empathy is crucial for the role of a help desk technician because the role is truly one of servicing costumers/end-users and the ability to reassure them that their specific problem is understood. When communicating with customers it is paramount to have this quality, otherwise, they leave customers feeling concerned about how seriously their issue is being handled.
• Communication is key while working in a help desk role. Technicians are under obligation to speak with multiple individuals including clients, their fellow team members, and management. A person with lackluster communication will most likely fail at this job. A technician’s communication style should be clear enough that everyone understands exactly what they mean. They must explain a problem without missing important details. This applies to both written and oral communication. In the absence of clear communication, the possibility of failing a project or getting into trouble with a client is very high.
• Ability to follow processes, procedures, and work instructions to ensure consistent high-quality customer experiences.
  
  

THE HIGH LEVEL

The IT Help Desk Support Technician Tier 1 role entails responding to users in a professional and friendly manner, ensuring all responses given are accurate and documented. You consistently maintain a calm composure and be customer-focused while troubleshooting and solving issues with sometimes frustrated end-users that may have a limited understanding of technology. Our candidate strives to deliver end-user satisfaction that results in positive customer feedback. Our position supports one of our longtime Federal Government customers, the Department of Justice (DOJ). We are seeking someone who is passionate about customer service. We have a great Team of Technicians who support all shifts and the DOJ customers 24x7.

What You’ll Be Doing

• Have a “customer first” voice when communicating with the customers.
• Provide help desk initial triage and technical support for local and off-site users.
• Collaborate with customers to gain insight and knowledge of their reported issue to help you assess and diagnose the problem.
• Apply diagnostic techniques to identify the problem, investigate cause and recommend a solution.
• Escalate incidents and requests to appropriate support level, where appropriate level of discussion of issues with colleagues will be conducted.
• This role is to provide support Monday – Wednesday, 8:00am - 4:30pm and Thursday/Friday from 4:00pm to Midnight. Added plus if you’re able to support other shifts as well.
• Support a hybrid work schedule and accommodate a remote and onsite schedule at our Customer Call Center in Herndon, VA (fulltime onsite is okay too, if you prefer).
  
  

What You Bring To The Table

• You’ve been responsible for creating, updating, and resolving customer tickets with detailed break-fix steps and resolution actions Cherwell or similar ticket systems, according to defined ticket compliance requirements.
• You have 2+ years of experience in a Help Desk / IT Support role is required where you have been customer-focused and service-oriented, where attentive to details, successfully multi-tasked, and always acted with professionalism.
• Have excellent phone etiquette, clear and concise verbal and written communications, and stellar data entry skills.
• Have Knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory, and mobile devices (IOS).
• Have IT certifications at start – such as, HDI CSR, Google, CompTIA A+ (both parts), MCP - or able to obtain within 6 months of start (company paid) HDI CSR and Google certifications.
• Have an AS Degree (or higher) in IT or related field is required to be considered – an additional 4 years of experience may be considered in lieu of the degree.
• Must be able to obtain and maintain a Federal Public Trust Clearance issued by the DOJ - US Citizenship is required.
  
  

WHY YOU’LL LOVE IT

• Be a part of a team that is supporting an exciting Federal client. Bring your expertise and make this opportunity uniquely yours. Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now’s the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success.
  
  

OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT

Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.