Jr IronCare Engineer- Weekend Shift

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.

Iron Bow Technologies is seeking a Junior Iron Care Engineer to join our growing Managed Services team. In this role, you will provide frontline technical support to several key customers while helping ensure a positive customer experience throughout the support lifecycle.

You will be responsible for responding to customer requests, triaging support tickets, gathering information, performing basic troubleshooting, supporting end-user setup, and completing user moves, adds, changes, and deletes.

This is a great opportunity for someone who has a passion for technology, enjoys solving problems, and wants to build their career in IT. You’ll work in a fast-paced, customer-focused environment where strong communication, attention to detail, and a willingness to learn are essential.

• Serve as a frontline point of contact by responding to incoming customer calls and emails through the support queue.
• Deliver a high level of customer service to both internal and external customers.
• Create, update, document, and close customer tickets in Service Now in accordance with established ticketing and compliance requirements.
• Ask effective questions, gather relevant information, and accurately document troubleshooting steps and actions taken.
• Take ownership of customer issues and elevate them through the appropriate channels when additional support is needed.
• Perform basic technical troubleshooting and information gathering to help identify and resolve customer issues.
• Support user moves, adds, changes, and deletes.
• Assist with customer requests including information requests, password resets, and triaging call quality issues.
• Create, maintain, and follow knowledge base documentation for customer issues and internal processes.
• Communicate technical information clearly and effectively to non-technical users.
• Help ensure customers remain informed and supported throughout the resolution process.

• High school diploma required; advanced degree preferred.
• Demonstrated interest and aptitude in IT, technology, and troubleshooting
  .
• Strong verbal and written communication skills with a customer-service mindset.
• Excellent customer service skills and a strong commitment to delivering a positive customer experience.
• Ability to ask probing questions, listen effectively, and gather the information needed to troubleshoot an issue.
• Ability to remain calm, professional, and customer-focused when assisting frustrated end users who may have limited technical knowledge.
• Strong documentation, note-taking, and attention-to-detail skills.
• Ability to follow established processes and execute against defined requirements.
• Dependable and accountable, with the ability to be available and ready to support service desk calls at the start of the assigned shift.
• Ability to work effectively as part of a team.
• Ability to appropriately handle sensitive and confidential information.
• Ability to obtain a Public Trust or Secret-level government clearance
  .

• Previous experience working in a customer-facing help desk, service desk, technical support, or similar environment
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• Familiarity with Service Now or another IT service…