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Iron Bow Technologies is for people who believetrust is paramount,transformation is embraced, andthe future is here,because "What we do matters!"
We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on ourpassionate people,long standing partnerships, andstrategic thinkingto solve your most critical challenges.
Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way.
Iron Bow Technologies is seeking severalDoDSkillBridge Fellow- Service Desk Tier I who are transitioning from the Military within 180 days from 7/8/24.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.
- This is an unpaid role
- Monday - Friday 9am-5pm
- The start date will be 7/8/2024.
- Your transition date must be October 1, 2024 or later
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
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OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT
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.
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-741.5(a). This regulation prohibits discrimination against qualified individuals on the basis of disability, and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans