Tier 1 Help Desk Technician

THE OPPORTUNITY

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. 

HOW YOU'LL MAKE AN IMPACT

• 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 ServiceNow.
• 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 ServiceNow 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 KnowledgeBase 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.

SKILLS THAT DRIVE SUCCESS

• 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.

WHAT SETS YOU APART

• Bring knowledge of formal ITSM platforms and 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.
• 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 conducted.
• Added plus if you bring experience supporting VIP-level customers.
• Knowledgeable with Google Mail, Google Suite, iOS, Windows, network and local printers.
• Added plus if familiar with JAMF.
• Welcome opportunities to participate in training opportunities that result in obtaining certifications, that also help to position you for career advancement.

TRAVEL REQUIREMENTS

Up to 10% travel (DC metro area and possible/seldom support at a Regional Office)

WHY YOU'LL LOVE IT!

• Be a part of a team supporting history; bring your ability and make this opportunity uniquely yours. 
• You will be part of a mission-critical team that directly impacts our ability to deliver competitive, compliant and innovative solutions to our customers.
• You will be a key contributor to Iron Bows’s transformational shift in how we deliver value to both customers and employees.
• You will have the pleasure of working with passionate professionals in a culture that fosters a workplace where everyone feels respected, supported and empowered to succeed.

COMPENSATION AND BENEFIT INFORMATION

The salary range for this position is $16-19.50/hr. This range reflects the anticipated base pay for the position and is not a guarantee of final compensation. Actual compensation will be determined based on factors including experience, skills, education, location, contract requirements, and business needs.

Iron Bow Technologies reserves the right to fill this role at a different level, depending on qualifications and organizational priorities. This range represents only one component of Iron Bow’s total compensation package. An overview of our benefits is available on our careers page.