Associate Service Desk Technician

Iron Bow Technologies is currently looking for an Associate Service Desk Technician - Tier I. The successful candidate will be responsible for providing first-tier support to our nation's veterans, consisting of end-user initial setup, troubleshooting, and training of mobile devices within a video connection platform and application. Our most important qualification isn't technical, it’s the ability to consistently deliver world-class support and invigorating customer experiences in a mission driven organization.

As a Tier 1, you will have a strong passion for technology, particularly iOS and Android products. You have the ability to adapt to evolving products, software, and hardware. You have the tenacity to work with non-technical end-users until they truly become independent and able to perform basic device functions on their own.

Shift: Saturday - Wednesday 11am-7:30pm (EST)

Start Date: 10/16/2023

Responsibilities:

• Advise management of potential risks that may have impact on customer base and operating environment
• Ask probing questions, listen, and record data capture details and actions performed in all customer tickets
• Create, update, and close customer tickets in ServiceNow ticketing portal for every call answered and according to defined ticket compliance requirements
• Promote end-user satisfaction in adherence to established performance metrics
• Provide reassurance to end users when delivering solutions and diagnosing issues
• Answer incoming customer calls into the Tier 1 Help Desk
• Ensure problem ownership, escalate issues through proper channels

Requirements:

• Ability to keep sensitive and confidential material private
• Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer is required
• HS Diploma required. AS Degree preferred.
• Be accountable, on-time, and available to take service desk calls at start of shift. Regular, reliable attendance is required
• Strong familiarity with mobile devices (iOS/Android), Tablets, Windows / Mac PCs, and related hardware technologies
• Apple Certified Tech (ACiT/ACMT), ITIL certification, Cisco Certification (CCENT/CCT or higher), Comp TIA Certification (A+, Security+ or Network+), Microsoft (MCP/Associate or higher) and Google IT Support Professional Certification will be considered in lieu of experience.
• Prior service military or knowledge of military agencies and veteran community helpful
• Ability to work successfully as part of a team
• Regular & reliable attendance required
• Will also accept completion of an Iron Bow approved SkillBridge Internship program in lieu of IT experience or certification.
• Ability to possess strong sense of ownership of client relationships
• At least one year previous help desk, technical call center, or IT service desk experience providing phone-based support. Will also consider Clinical support experience within the Department of Veteran affairs.
• Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
• Experience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phone

Ability to obtain and maintain Public Trust Security Clearance

US Citizen

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.