Iron Bow Technologies is looking for an IT Help Desk Support Tier 1 Technician to join our Washington D.C. based team. The successful candidate will be responsible for providing first-tier support, consisting of technical and problem resolution support and can consistently deliver world-class support that results in positive customer experiences in a mission-driven organization.

As a Tier 1 Service Desk Technician, you will have a strong passion for technology, and ensuring that end-users remain productive and services are available. You serve as first point of contact with end users and strive to resolve as many requests as possible on first contact. You help to identify support requests that are candidates to include in our Knowledge Base repository. The ideal candidate will be able to work with non-technical end users to provide support and guidance.

Responsibilities:

• Answer incoming customer calls into the Tier 1 Help Desk, create customer tickets in ServiceNow, and have a “customer first” voice when communicating with the customers
• Accept user support tickets that come into the Help Desk via email or from customer requests made through our self-service portal
• Create, update, and resolve customer tickets in ServiceNow and according to defined ticket compliance requirements
• Assist end users and troubleshoot issues, ask probing questions, listen, and record data, capture details and actions performed in all customer tickets
• Provide support with account setup, software installation, printer installation and imaging laptops
• Escalate issues through proper channels as soon as possible when it is determined the support request cannot be resolved with Tier 1
• Maintain calm composure and customer focus while troubleshooting and solving issues with frustrated users that have little understanding of technology
• Provide reassurance to end-users when diagnosing issues and delivering solutions
• Provide customer follow up support for open, outstanding support requests and strive for a timely resolution
• Advise management of potential risks that may have an impact on the customer and 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

Requirements:

• At least one-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, type and document notes in real-time while engaged with the customer on the phone
• Knowledge in some or all the following: Google Mail, Google Suite, iOS, Windows, network and local printers
• Experience with Mobile Device Management Tool JAMF to manage Mac OS and iOS devices, preferred
• Ability to work successfully as part of a team
• 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

Preferred Qualifications:

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

This position and continued employment with Iron Bow Technologies is contingent upon providing documentation of being fully vaccinated for Covid-19 or you must provide documentation to Iron Bow Human Resources supporting a bona fide request for Religious or a Medical Accommodation.

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.