Iron Bow Technologies

Tier 1 Help Desk Technician

Herndon, Virginia, United States

No sponsorshipDetected 22 days ago

iOSExcelCustomer SupportCommunicationMicrosoft Office

About the role

Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.
Iron Bow is rapidly growing and with growth comes opportunity for all.

You look forward to getting involved with multiple areas of customer support, including providing suggestions and input that consistently help to improve customer support, identifying anomalies and suggested improvements for existing documented solutions.
You welcome opportunities to occasionally provide support at the customer site in DC, where you will get exposure to other areas to program that may open options for growth opportunities.
Other Help Desk / Customer Support duties assigned.
Available to support a Monday-Friday work schedule (we have 1 st and 2 nd

Bring your expertise and make this opportunity uniquely yours.
US Citizenship is required. must be able to obtain and maintain a Secret Clearance issued by the DOJ.
Dependability and dedication to meet position requirements, including reliability for on-time arrival, and being part of a team that strives to meet service level agreement goals.
You've been responsible for creating, updating, and resolving customer requests with detailed break-fix steps and resolution actions in a formal ITSM, such as Cherwell or ServiceNow, or similar ticketing systems, according to defined ticket compliance requirements.
A HS diploma. Higher education is a plus, but a minimum of the HS diploma is required.
IT certifications: HDI CSR and MCP (or Google IT, or an existing MS MD 100) - if not currently held, commitment to obtain within 60 days of start.
This position requires candidates to be onsite at our Herndon VA office, and able to support local travel, Washington DC, up to 20%.

Bring ambition to join a team of professionals who welcome opportunities to learn and professionally grow.
You bring a consistent "can do" enthusiasm and not afraid to jump in and help when and where needed.
You have 2+ years of experience in a Help Desk / IT Support role 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).
It will be helpful if you have prior experience supporting customer inquiries using a formal ACD.
You welcome opportunities to excel, to gain knowledge and experiences that will help with your professional growth goals.

shift schedules) - added pluses if you're flexible to support weekend shifts as well.

There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
Have a "customer first" voice when communicating with the customers - engage with customers to gain insight and understanding of their issue, conduct initial triage to help diagnose the problem, investigate cause, and provide a solution.
Strive to provide customer responsiveness that supports a goal of point-of-call resolution - while some support requests will need to be escalated to other teams, you bring ambition to assist customers in the most expeditious way possible and perform timely escalation of incidents and requests that cannot be completed at Tier 1.
You welcome an opportunity to be part of an existing Team of Technicians who consistently strive for favorable customer experiences that result in personal and teamwide successes.

US Citizenship is required - must be able to obtain and maintain a Secret Clearance issued by the DOJ

This listing is sourced directly from Iron Bow Technologies's careers page and normalized into a canonical job model.