Iron Bow Technologies
Tier 1 Help Desk Technician
Iron Bow Technologies, Washington, District of Columbia, us, 20022
Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the 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 our
passionate people ,
long standing partnerships , and
strategic thinking
to solve your most critical challenges.
Whether we team with clients, colleagues, or partners, we put each other first. It's
The
Iron Bow Way.
DOES THIS SOUND LIKE YOU?
Empathy is the ability to understand and care for others' feelings and experiences.
Empathy is crucial for the role of a help desk technician because the role is truly one of servicing customers/end-users and the ability to reassure them that their specific problem is understood. When communicating with customers it is paramount to have this quality, otherwise, they leave customers feeling concerned about how seriously their issue is being handled.Communication is key while working in a help desk role.
Technicians are under obligation to speak with multiple individuals including clients, their fellow team members, and management. A person with lackluster communication will most likely fail at this job. technician's communication style should be clear enough that everyone understands exactly what they mean. They must explain a problem without missing important details. This applies to both written and oral communication. In the absence of clear communication, the possibility of failing a project or getting into trouble with a client is very high.Ability to follow processes, procedures, and work instructions to ensure consistent high-quality customer experiences.THE HIGH LEVEL
The
IT Help Desk Support Technician Tier 1
role entailsinstalling devices on a network, troubleshooting equipment issues that may be either software, hardware, or network based. 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.
WHAT YOU'LL BE DOING
Consistently have a "customer first" voice when communicating with the customers in person, telephonically, through the ticketing system, and emailAnswer customer calls into the Help Desk, create customer tickets in ServiceNowAssist with monitoring the incoming ticket queue during assigned queue management windowAdvise management of potential risks that may have an impact on the customerCreate, update, and resolve customer tickets with detailed break-fix steps and resolution actions in ServiceNow, and according to defined ticket compliance requirementsCoordinate the logistics and conduct the movement of assets and equipment to various client's facilities when neededWork with VIPs, providing a "white glove" service where necessaryProvide support with account setup, software installation, printer installation and imaging laptopsProvide on-site desk-side support, phone support, troubleshooting for hardware and software supportEscalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conductedInstall, monitor, troubleshoot, replace, and support desktop infrastructure, end user equipment (printers, multi-function devices/multi-function device consumables, mobile devices, scanners, etc.), local and wide area networks, data storage systems, AD, and 3rd party softwareAid with, and participate on, new project(s) testing and deployment/deliveryWork with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escortMaintain organized and orderly technical workspaces and storage rooms/areasWHAT YOU BRING TO THE TABLE
You've been responsible for creating, updating, and resolving customer tickets with detailed break-fix steps and resolution actions in ServiceNow or similar ticket systems, according to defined ticket compliance requirements.You have vast experience escalating incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conductedAt least 18 months (1 year 6 months) previous help desk, technical call center, or IT service desk experience providing customer support, preferably in an environment that followed performance metricsDemonstrated (1) year (6) months of experience providing help desk customer support, including supporting VP/VIP-level customersExhibited a working aptitude in help desk ticketing platforms, documenting ticket notes following desk side support, and real-time while engaged with the customer on the phoneExperience tracking customer assets in a formal asset management tracking system is preferredKnowledge in most or all the following: Google Mail, Google Suite, iOS, Windows, network and local printersMCP (Microsoft Certified Professional - currently: MDA-100), CompTIA A+ or Network+ certification, strongly desiredHaving JAMF knowledge/certification and/or a Microsoft certification would be a plusTRAVEL REQUIREMENTS
This position has a strong preference for candidates based in the greater Washington, D.C. metropolitan area and may require 10% travel.WHY YOU'LL LOVE IT
Be a part of a team that is supporting history. 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.
#LI-PD1
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.
"What we do matters !"
We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our
passionate people ,
long standing partnerships , and
strategic thinking
to solve your most critical challenges.
Whether we team with clients, colleagues, or partners, we put each other first. It's
The
Iron Bow Way.
DOES THIS SOUND LIKE YOU?
Empathy is the ability to understand and care for others' feelings and experiences.
Empathy is crucial for the role of a help desk technician because the role is truly one of servicing customers/end-users and the ability to reassure them that their specific problem is understood. When communicating with customers it is paramount to have this quality, otherwise, they leave customers feeling concerned about how seriously their issue is being handled.Communication is key while working in a help desk role.
Technicians are under obligation to speak with multiple individuals including clients, their fellow team members, and management. A person with lackluster communication will most likely fail at this job. technician's communication style should be clear enough that everyone understands exactly what they mean. They must explain a problem without missing important details. This applies to both written and oral communication. In the absence of clear communication, the possibility of failing a project or getting into trouble with a client is very high.Ability to follow processes, procedures, and work instructions to ensure consistent high-quality customer experiences.THE HIGH LEVEL
The
IT Help Desk Support Technician Tier 1
role entailsinstalling devices on a network, troubleshooting equipment issues that may be either software, hardware, or network based. 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.
WHAT YOU'LL BE DOING
Consistently have a "customer first" voice when communicating with the customers in person, telephonically, through the ticketing system, and emailAnswer customer calls into the Help Desk, create customer tickets in ServiceNowAssist with monitoring the incoming ticket queue during assigned queue management windowAdvise management of potential risks that may have an impact on the customerCreate, update, and resolve customer tickets with detailed break-fix steps and resolution actions in ServiceNow, and according to defined ticket compliance requirementsCoordinate the logistics and conduct the movement of assets and equipment to various client's facilities when neededWork with VIPs, providing a "white glove" service where necessaryProvide support with account setup, software installation, printer installation and imaging laptopsProvide on-site desk-side support, phone support, troubleshooting for hardware and software supportEscalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conductedInstall, monitor, troubleshoot, replace, and support desktop infrastructure, end user equipment (printers, multi-function devices/multi-function device consumables, mobile devices, scanners, etc.), local and wide area networks, data storage systems, AD, and 3rd party softwareAid with, and participate on, new project(s) testing and deployment/deliveryWork with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escortMaintain organized and orderly technical workspaces and storage rooms/areasWHAT YOU BRING TO THE TABLE
You've been responsible for creating, updating, and resolving customer tickets with detailed break-fix steps and resolution actions in ServiceNow or similar ticket systems, according to defined ticket compliance requirements.You have vast experience escalating incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conductedAt least 18 months (1 year 6 months) previous help desk, technical call center, or IT service desk experience providing customer support, preferably in an environment that followed performance metricsDemonstrated (1) year (6) months of experience providing help desk customer support, including supporting VP/VIP-level customersExhibited a working aptitude in help desk ticketing platforms, documenting ticket notes following desk side support, and real-time while engaged with the customer on the phoneExperience tracking customer assets in a formal asset management tracking system is preferredKnowledge in most or all the following: Google Mail, Google Suite, iOS, Windows, network and local printersMCP (Microsoft Certified Professional - currently: MDA-100), CompTIA A+ or Network+ certification, strongly desiredHaving JAMF knowledge/certification and/or a Microsoft certification would be a plusTRAVEL REQUIREMENTS
This position has a strong preference for candidates based in the greater Washington, D.C. metropolitan area and may require 10% travel.WHY YOU'LL LOVE IT
Be a part of a team that is supporting history. 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.
#LI-PD1
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.