THE HIGH LEVEL

TheIT Help Desk Support Technician Tier 1role entails responding to users in a professional and friendly manner, ensuring all responses given are accurate and documented. You consistently maintain a calm composure and be customer-focused while troubleshooting and solving issues with sometimes frustrated end-users that may have a limited understanding of technology. Our candidate strives to deliver end-user satisfaction that results in positive customer feedback. Our position supports one of our longtime Federal Government customers, the Department of Justice (DOJ). We are seeking someone who is passionate about customer service. We have a great Team of Technicians who support all shifts and the DOJ customers 24x7.

This is a remote hybrid position with 2 days onsite per week in Herndon VA and 3 days remote and seeking someone who can support a Monday - Friday 8am-4:30pm schedule

WHAT YOU'LL BE DOING

• Have a "customer first" voice when communicating with the customers.
• Provide help desk initial triage and technical support for local and off-site users.
• Collaborate with customers to gain insight and knowledge of their reported issue to help you assess and diagnose the problem.
• Apply diagnostic techniques to identify the problem, investigate cause and recommend a solution.
• Escalate incidents and requests to appropriate support level, where appropriate level of discussion of issues with colleagues will be conducted.
• Supporting a Help Desk Tier 1 Team, and support a weekly schedule of Monday - Friday 8am-4:30pm
• Support a hybrid work schedule and accommodate a remote and onsite schedule at our Customer Call Center in Herndon, VA (fulltime onsite is okay too, if you prefer).

WHAT YOU BRING TO THE TABLE

• You've been responsible forcreating, updating, and resolving customer ticketswith detailed break-fix steps and resolution actions Cherwell or similar ticket systems, according to defined ticket compliance requirements.
• You have 2+ years of experience in a Help Desk / IT Support role is required where you have been customer-focused and service-oriented, where attentive to details, successfully multi-tasked, and always acted with professionalism.
• Have excellent phone etiquette, clear and concise verbal and written communications, and stellar data entry skills.
• Have Knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory, and mobile devices (IOS).
• Have IT certifications at start - such as, HDI CSR, Google, CompTIA A+ (both parts), MCP - or able to obtain within 6 months of start (company paid) HDI CSR and Google certifications.
• Have an AS Degree (or higher) in IT or related field is requiredto be considered - an additional 4 years of experience may be considered in lieu of the degree.
• Must be able to obtain and maintain a Federal Public Trust Clearance issued by the DOJ - US Citizenship is required.

WHY YOU'LL LOVE IT

• Be a part of a team that is supporting an exciting Federal client. Bring your expertise and make this opportunity uniquely yours. Iron Bow is rapidly growing and with growth comes opportunity for all.There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning the customer and employee experience.This new approach elevates all and truly enables success.