Tier 1 Help Desk Technician

THE HIGH LEVEL

The IT Help Desk Support Technician Tier 1 (entry-level) role entails installing devices on a network, troubleshooting equipment issues that may be either software, hardware or network based. You must consistently support calm composure and be customer-focused while troubleshooting and solving issues with sometimes frustrated users that may have a limited understanding of technology. You keep information about the support requests assigned to you current in our ITSM repository. The right candidate strives to deliver end-user satisfaction, which results in positive customer feedback.

Our position does require Public Trust clearance. The selected candidate will go through a background check that also includes credit and criminal checks and includes fingerprint capture.

WHAT YOU'LL BE DOING

• Consistently bring a "customer first" voice when communicating with the customers in person, telephonically, through the ticketing system, and email
• Answer customer calls coming into the Help Desk, creating customer tickets in ServiceNow.
• Monitor the incoming/new ticket queue during assigned queue management window and take necessary actions to resolve the support request, either through assigning the request to yourself, assigning to another team member, or through assigning to another support group
• Tell management of potential risks that may have an impact on the customer.
• Create, update and resolve customer tickets in ServiceNow with association to an existing knowledgebase article or through analysis that includes 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 so that we know the status for the assets.
• Working with VIPs, providing a "white glove" service where necessary
• Provide support with account setup, software installation, printer installation and imaging laptops.
• Providing deskside and phone-based hardware and software support
• When applicable, escalate support tickets to another support level, or to third parties or another team for their assessment and resolution.
• 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.
• Assist and participate in initiating, testing, and deploying new projects.
• Collaborate 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.
• Organize and conduct training sessions for customers as required.
• Contribute to development of knowledge articles.

WHAT YOU BRING TO THE TABLE

• Eager to learn how to create, update, and resolve customer tickets with detailed break-fix steps in ServiceNow or similar systems, following ticket compliance requirements.
• 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 conducted.
• Demonstrated experience providing help desk or customer support, including supporting VIP-level customers are needed.
• Aptitude to learn 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.
• Eager to learn and/or increase ability with the following: Google Mail, Google Suite, iOS, Windows, network and local printers.
• HS Diploma is required
• 6 months of experience or active/current HDI CSR, CompTIA A+, or CompTIA Security + certification may be considered in lieu of experience.
• An appetite to join a team that provides opportunities to excel

TRAVEL REQUIREMENTS

This position has a strong preference for candidates based in the greater Washington, D.C. area and may require 10% local travel (inter-office locations in DC and one office in Bowie, MD)

WHY YOU'LL LOVE IT

• Be a part of a team that is supporting history. Bring your ability 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 customer and employee experience. This innovative approach elevates all and truly enables success.

#LI-PD1