Tier 1 Help Desk Technician
Iron Bow Technologies
- Herndon, VA
- Permanent
- Full-time
- 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.
- Supporting a Help Desk Tier 1 Team, and support our first and second shift schedule, Monday - Wednesday 8am-4:30pm and Thursday-Friday 4pm-midnight - added pluses 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).
- 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).
- Possess IT certifications such as the HDI CSR (Help Desk Institute, Customer Service Rep), Google IT Support, CompTIA A+ (both parts) and/or MCP - OR able to obtain 2 within 6 months of start (company paid)
- 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.
- 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.