Iron Bow Technologies is seeking several DoD SkillBridge Interns - Service Desk Tier I who are transitioning from the Military within 180 days. The successful candidate will be responsible for providing Tier I 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 I, 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: Monday - Friday; 8:00 am - 5:00 pm EST

Responsibilities:

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

Requirements:

• Must be active military transitioning within 180 days
• HS Diploma required. AS Degree preferred
• Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer is required
• Ability to maintain calm composure and customer focus
• Ability to possess strong sense of ownership of client relationships
• Be accountable, on-time, and available to take service desk calls at start of shift
• Ability to work successfully as part of a team and keep sensitive/confidential material private
• Regular & reliable attendance required
• Position remote from your home (provided proper internet and home office conditions)
• Ability to obtain and maintain Public Trust Security Clearance
• US Citizen

This position and continued employment with Iron Bow Technologies is contingent upon providing documentation of being fully vaccinated for COVID-19 or you must provide documentation to Iron Bow Human Resources supporting a bona fide request for Religious or a Medical Accommodation.

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.