Iron Bow Technologies is currently looking for an Associate Service Desk Technician - Tier I to work remotely. The successful candidate will be responsible for providing first-tier 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 1 Service Desk Technician, 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.
Iron Bow Technologies salutes our military veterans. Prior service veterans are encouraged to apply.
Please note shift hours may include days, evenings and weekends.
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
At least one year previous help desk, technical call center, or IT service desk experience providing phone-based support. Will also consider Clinical support experience within the Department of Veteran affairs.
HS Diploma required. AS Degree preferred.
Apple Certified Tech (ACiT/ACMT), Cisco Certification (CCENT/CCT or higher), Comp TIA Certification (A+, Security+ or Network+), Microsoft (MCP/Associate or higher) and Google IT Support Professional Certification will be considered in lieu of experience.
Strong familiarity with mobile devices (iOS/Android), Tablets, Windows / Mac PCs, and related hardware technologies
Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer is required
Experience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phone
Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
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. Regular, reliable attendance is required
Ability to work successfully as part of a team
Ability to keep sensitive and confidential material private
Prior service military or knowledge of military agencies and veteran community helpful
Regular and reliable attendance is required
This program requires COVID vaccination. Must be able to show documentation of vaccination(s)
Ability to obtain and maintain Public Trust Security Clearance
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.