Tier 1 Help Desk Technician

Iron Bow Technologies has an immediate need for a Tier 1 Helpdesk Technician interested in a full-time, permanent IT Support opportunity in Washington, DC

Iron Bow is 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

DOES THIS SOUND LIKE YOU?

• You are self-motivated and driven to grow in the IT Support space
• You are results-oriented and understand the importance of IT as it relates to your customers. You are driven to achieve program initiatives within dynamic customer environments
• You love people and are passionate about customer service

THE HIGH LEVEL

• The selected candidate will act as the initial point of contact for the help desk and will be responsible for providing both remote and deskside end user support of EEOC applications and hardware

WHAT YOU’LL BE DOING

• Provide initial triage and proper routing for all enterprise level applications.
• Provide basic technical and functional support of EEOC applications and hardware including password resets and network diagnostics using Active Directory, Quick Assist and similar tools
• Responsible for conducting basic network diagnostics such as Ping, Trace, etc.
• Provide customer support at initial point of entry to OIT Helpdesk to include: Recording and validating customer information such as customer name, department, a point of contact (POC), phone number, e-mail address, etc.
• Record and validate assigned user equipment and perform active remediation actions
• Select and populate appropriate incident ticket fields, with information regarding the affected application, environment, and subject description.
• Ensure problems are clearly defined with precise description of issue, technical terms spelled out, and ramifications of problem for either customer or enterprise, so problem can be easily understood by functional/technical analysts or process owners who may be called upon to investigate the problem
• Responsible for assigning all problem tickets and work orders by application and guidance provided by Help Desk Manager, and as outlined in the OIT Help Desk SOP
• Handle routine calls on how to navigate EEOC applications, install printers, etc.
• Attach/provide complete documentation and initial analysis to tickets
• Notify Help Desk manager regarding escalation of tickets based on review and analysis of incidents
• Record resolutions and close resulting incidents for problems assigned to Enterprise HD staff/teams
• Assist users with instructions for configuring approved home-use peripherals on EEOC provided equipment with home printer installs for remote users.
• Maintain close contact with the customer making appropriate entries in the Ticket tracking system (Zendesk) throughout incident resolution.
• Perform quality control of ticket to ensure all actions taken are properly recorded until resolved or escalated to the next Tier

WHAT YOU BRING TO THE TABLE

• Candidates need several years (2 ) years of IT helpdesk experience to be considered
• Experience working with Microsoft 365 Cloud services /Office 365, Azure AD, Microsoft Teams, iPrint, Quick Assist is required
• Must possess 1 of the following - CompTIA Security , Network or A certifications (OR willing/able to obtain within 6 months of hire)
• Candidates must possess or be willing to obtain a Microsoft Azure Fundamentals certification
• Knowledge of Zendesk is preferred
• A bachelor’s degree in the IT field is highly desired
• Excellent written and verbal communication skills with strong attention to detail
• Candidates must be able to obtain a Public Trust level clearance – US Citizenship required

WHY YOU’LL LOVE IT

• In this position the candidate will be instrumental in driving and implementing top-tier IT support. In doing so the candidate will develop, learn and gain experience in many important areas of IT 
• Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company

THE FINE PRINT

Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.