Help Desk Opportunity

Iron Bow Technologies has an immediate need for an experienced Help Desk/IT Support Technician interested in a permanent Help Desk opportunity in Washington, DC.

The selected candidate will be responsible for providing high level customer service and technical assistance to public customers who are accessing EEOC’s public facing applications - specifically EEOC’s new Public Portal and Respondent Portal.

Position Responsibilities

• Support in the Public Portal role is typically more demanding of Customer Service skills since there will be a wide spectrum of personnel supported with no awareness of EEOC policy/technology and potentially appear nervous/upset/impolite. Regardless of whether or not the customer’s problem is immediately resolved at this level, all contacts and problem reports are recorded (including audio recording of the incoming Public calls) for tracking and reporting purposes. The ticket will contain information on the caller, the type of problem, the system or systems affected, and the resolution or escalation of the problem until a solution is implemented
• Support may range from simply walking the user through the application steps and assisting them with informational icons; showing the user how to reschedule an appointment and/or upload/download documents; assisting with access issues - to more complex errors potentially caused by the variety and configuration of the device being used to access the public-facing system
• It is expected that Public Portal teammates have higher level of knowledge (Tier 2) on a variety of workstation and mobile device browsers and related configurations
• Ability to process incoming requests via phone and Interactive Voice Response (IVR) automated phone system technology that allows callers to access information via a voice response system of pre-recorded messages without having to speak to an agent) and provide redirection, email, and chat functions
• Public Portal teammates will be aware of SLA-driven performance expectations/ requirements and maintain performance levels (outlined for Tier 2 Help Desk Tasking)
• Broad browser-based experience dealing with RightNow CRM system but capable of handling Tier 2 type issues and escalation efforts. At times, escalation efforts may require communication and problem escalation to the Application developers regarding changes in the site’s default settings and fixes to the current public facing website
• Utilize ServiceNow environment to enter and track issues that require escalation to Tier 3
  

Experience Requirements

• Candidates should have at least 4 years of IT support experience
• Must have excellent people skills and understand the Service Delivery mindset.
• Broad browser-based experience dealing with RightNow CRM system but capable of handling Tier 2 type issues and escalation efforts
• Candidates should possess strong knowledge (Tier 2 level) of a variety of workstation and mobile device browsers and related configurations
• Knowledge within Oracle RightNow CRM software and EEOC’s internal Help Desk utilizes ServiceNow software - experience using both technologies is desired and experience with RightNow is highly desired
• Must be skilled in providing remote IT support to customers for browser based applications
• CompTIA A+ or Network+ certifications are preferred
• A Bachelor's degree in IT related field is desired but not required
• Working with help desk ticketing tool used in a typical Help Desk environment
• Must be able to obtain a Public Trust (SF85P) – U.S. Citizen citizenship required
• This position and continued employment with Iron Bow Technologies is contingent upon providing documentation of being fully vaccinated for Covid-19 or documentation supporting a bona fide request for Religious or a Medical Accommodation.

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.