Tier I Help Desk Tech

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 Chantilly, VA / Herndon, VA area supporting of longtime Federal Government customer.

This hybrid position offers work schedules for remote and onsite at our Customer Call Center in the Chantilly/Herndon, VA areas. 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 about 3,000 Department of Justice (DOJ) users. Our Help Desk Technicians are the 1 st 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

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

Candidate Experience Requirements

• Knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory and mobile devices is needed
• Sound knowledge of hardware/software, operating systems, and networking related technologies 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
• Candidates must be able to obtain a Public Trust Clearance - US Citizenship required
• Excellent verbal and written communication skills, phone etiquette, data entry
• 2+ years of experience in a Help Desk / IT Support role is required
• 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

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.