Help Desk Technician

Tier 1 Help Desk Technician

Iron Bow Technologies has a need for a Tier 1 Help Desk Technician interested in a permanent hybrid remote work opportunity in Herndon, VA supporting a longtime Federal Government customer.

This hybrid position offers work schedules for remote and onsite at our Customer Call Center in the Herndon, VA. We are seeking candidates to support a shift of Mon-Fri, 8am-4:30pm (EST)

The selected candidate will join a Tier 1 Help Desk Support Team supporting ~3,000 Department of Justice (DOJ) users and act as the 1st point of contact for customers seeking support and issue resolution. Our Support Team uses Cherwell to initiate incidents, work orders and service requests that capture support needs from calls, emails, voicemails, and web requests. Help Desk Technicians must be customer focused and strive to provide customer resolution, and when needed, escalate support request. Iron Bow is seeking candidates who are excited about opportunities to broaden their skills and position themselves for advancement.

Position Responsibilities

• Provide help desk / technical support for local and off-site users
• Have a “customer first” voice when communicating with the customers
• Respond to users in a professional and friendly manner, ensuring responses given are accurate and documented
• Keep customers informed of progress and status of tickets throughout the resolution
• Collaborate with customers and co-workers to diagnose and resolve problems
• Manage and monitor problem tickets, analyze incidents and provide support required
• Strive to meet target SLAs
• Apply diagnostic techniques to identify problem, investigate cause and recommend solution
• Monitor/update data records in the ticketing system
• Provide feedback on issues to strengthen content in knowledge base
• Document IT requests, record actions, and follow up on deferred actions
• Troubleshoot, analyze, resolve, track, escalate and document technical issues
• Strive to resolve on 1st contact when possible, using remote desktop control
• Resolve customer issues in a pre-determined time frame or escalate for resolution
• Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps
• Regular and reliable attendance required

Candidate Experience Requirements

• 2+ years of experience in a Help Desk / IT Support role is required
• Sound knowledge of hardware/software, operating systems, and networking related technologies is required
• Knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory and mobile devices is needed
• CompTIA A+ (both parts), HDI Customer Support, and MS MD-100 certifications are highly preferred (OR able to obtain within 6 months of hire (company paid))
• Must be customer-focused and service-oriented, attentive to details, with the ability to multi-task and act with professionalism at all times
• Excellent verbal and written communication skills, phone etiquette, data entry
• AS Degree (or higher) in IT or a related field, OR 4 years of experience in lieu of degree
• Candidates must be able to obtain a Public Trust Clearance - US Citizenship 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: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Herndon, VA 20171