Help Desk Analyst at Iron Bow

Help Desk Technician

Iron Bow Technologies has a permanent,immediate need for a Tier 1 Help Desk Technician to join our team providing onsite support for the U.S. Holocaust Memorial Museum in Washington, DC. The selected candidate will be responsible for providing customer support consisting of technical and problem resolution support, and consistently delivering world-class support that results in positive customer experiences.

The High Level

• The IT Help Desk Support Technician Tier 1 role entails installing devices on a network, troubleshooting equipment issues that may be either software, hardware or network based. You must consistently maintain a calm composure and be customer-focused while troubleshooting and solving issues with sometimes frustrated users that may have a limited understanding of technology. The right candidate strives to deliver end-user satisfaction that results in positive customer feedback
• The selected candidate will serve as 1^st point of contact for end users and work with non-technical end users to provide support and deliver a positive user experience. This is an onsite position in Washington, DC supporting a shift of Mon-Fri, 9am-5pm

Position Responsibilities

• Consistently having a “customer first” voice when communicating with the customers in person, telephonically, through the ticketing system, and email
• Answering customer calls into help desk, creating customer tickets in ServiceNow
• Monitoring incoming ticket queue during assigned queue management window
• Advise management of potential risks that may have an impact on the customer
• Create, update and resolve customer tickets with detailed break-fix steps and resolutions in ServiceNow, and according to defined ticket compliance requirements
• Coordinating logistics and conduct the movement of assets and equipment to various client's facilities when needed
• Working with VIPs, providing a “white glove” service where necessary
• Provide support with account setup, software installation, printer installation and imaging laptops
• Providing onsite deskside support as well as phone-based support, troubleshooting for hardware and software support
• Escalate incidents and requests to appropriate support level, 3^rd parties or team where appropriate level of discussion of issues with colleagues will be conducted
• Install, monitor, troubleshoot, replace and/or 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 3^rd party software
• Assist with, and participate on, new project(s) testing and deployment/delivery
• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escort
• Be aware of established performance metrics and strive to consistently meet them
• Schedule and facilitate customer facing training as required
• Contribute to development of knowledge articles

Required Experience

• At least 18 months (1.5 years) previous help desk, technical call center, or IT service desk experience providing customer support is required, preferably in an environment that followed performance metrics
• 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.
• Must have significant experience escalating incidents and requests to appropriate support level, 3^rd parties or other teams where appropriate level of discussion of issues with colleagues will be conducted
• Demonstrated experience (1-2 years) providing help desk customer support, including supporting VP/VIP-level customers is needed
• Proven aptitude in help desk ticketing platforms, documenting ticket notes following desk side support, and real-time while engaged with the customer on the phone
• Experience tracking customer assets in formal asset management tracking system
• Knowledge in most or all the following: Google Mail, Google Suite, iOS, Windows, network and local printers
• Candidates with active MCP (Microsoft Certified Professional - currently: MDA-100), CompTIA A+ or Network+ certifications are strongly desired
• JAMF knowledge/certification would be a plus

TRAVEL REQUIREMENTS

• This position has a strong preference for candidates based in the greater Washington, D.C. area and may require 10% local travel at times (inter-office)

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

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.