Tier 1 Help Desk Technician

Iron Bow Technologies is for people who believetrust is paramounttransformation 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 has an immediate need for an ambitious 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 provide customer support consisting of technical and problem resolution support as well as consistently delivering world-class support that results in positive customer experiences. Our selected candidate must have a passion for technology and delivering assistance and support that ensures end-users stay productive and services are accessible.

The selected candidate will serve as the first point of contact for end users and strive to resolve as many requests as possible on first contact. Our ideal candidate brings the ability to deliver support to both technical and non-technical users.

• Consistently bring a "customer first" voice when communicating with the customers in person, telephonically, through the ticketing system, email, or in person when providing deskside support.
• Answer customer calls and create customer support tickets in Service Now.
• Monitor the incoming/new ticket queue; incoming support can be from phone calls, email to the Help Desk, through the Service Catalog (portal), or walk-ins to the Technical Support Office.
• Take necessary actions to resolve the support request, either through assigning the request to yourself, assigning to another team member, or through escalation to another support group.
• Create, update and resolve customer tickets in Service Now with association to an existing knowledgebase article or through analysis that include detailed break-fix steps and resolutions, and according to defined ticket compliance requirements.
• Coordinating planning and conducting the movement of customer assets to various client facilities when needed, as well as keeping the asset management data current.
• Working with VIPs, providing a "white glove" service.
• Provide support with account setup, software installation, printer installation and imaging laptops.
• Install, 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 third-party software.
• Bring awareness of what an SLA is, and be aware of established performance metrics, and strive to consistently meet them.
• Welcome opportunities be involved in with all levels of Tier 1 support including delivering status to Iron Bow and customer management.
• You bring an understanding of the importance of Knowledge Base articles and contribute to the development of articles.
• Inform Iron Bow management of potential risks that may have an impact on you delivering stellar support or have an impact on the customer.
• You ensure all work aligns with Iron Bow policies, procedures, and compliance requirements.

• At least 18 months providing general customer support along with a minimum of 6 months of full-time work experience delivering formal technical Help Desk support that focused on ensuring end users received support do that they could remain productive in their role.
• Minimum of a high school diploma is required.
• Holding active/current relevant certifications are an added plus.

• Bring knowledge of formal ITSM platforms and eager to learn how to create, update, and resolve customer tickets with detailed break-fix steps in Service Now or similar systems, following ticket compliance requirements.
• Aptitude to learn Help Desk ticketing platforms including documenting ticket notes in the ticketing system real-time while engaged with the customer on the phone and following the delivery of desk side/in person support.
• Must be willing to learn the process of escalating incidents and requests to appropriate support level, 3rd parties or other teams where proper level of discussion of issues with colleagues will be…