Tier I Help Desk Technician

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Tier 1 Help Desk Technician

Iron Bow Technologies has a need for a Tier 1 Help Desk Technicians interested in a permanent, full-time opportunity in Herndon, VA supporting a longtime Federal Government customer.

This hybrid position offers work schedules for remote and onsite (3 days remote/2 days onsite per week) at our Customer Call Center in Herndon, VA. We are seeking candidates to support a shift of Mon-Thur. 8am-4:30 pm and Sat. 8am-4pm

The selected candidate will join a Tier 1 Help Desk Support Team supporting about 3,000 Department of Justice (DOJ) users. Our Help Desk Technicians are 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. Candidates with a strong passion for technology and ensuring that end-users remain productive and services are available are encouraged to apply. Our Help Desk Technicians will 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
• 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
• 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
• Candidates with the following certifications - CompTIA A+ (both parts), HDI Customer Support, and MS MD-100 - are highly preferred (or able to obtain within 6 months of hire (company paid))
• AS Degree (or higher) in IT or a related field, OR 4 years of experience may be considered in lieu of degree
• Candidates must be able to obtain a Public Trust Clearance - US Citizenship required

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.

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