Iron Bow Technologies is currently looking for an Associate Service Desk Technician - Tier I. The successful candidate will be responsible for providing first-tier support to our nation's veterans, consisting of end-user initial setup, troubleshooting, and training of mobile devices within a video connection platform and application. Our most important qualification isn't technical, it’s the ability to consistently deliver world-class support and invigorating customer experiences in a mission driven organization.

As a Tier 1, you will have a strong passion for technology, particularly iOS and Android products. You have the ability to adapt to evolving products, software, and hardware. You have the tenacity to work with non-technical end-users until they truly become independent and able to perform basic device functions on their own.  

Shift is 4-day work week: Monday - Tuesday 10am - 9pm and Saturday - Sunday 11am - 10pm.

Responsibilities:

• Answer incoming customer calls into the Tier 1 Help Desk




• Create, update, and close customer tickets in ServiceNow ticketing portal for every call answered and according to defined ticket compliance requirements




• Ask probing questions, listen, and record data capture details and actions performed in all customer tickets




• Ensure problem ownership, escalate issues through proper channels




• Provide reassurance to end users when delivering solutions and diagnosing issues




• Advise management of potential risks that may have impact on customer base and operating environment




• Promote end-user satisfaction in adherence to established performance metrics

Requirements:

• At least one year previous help desk, technical call center, or IT service desk experience providing phone-based support. Will also consider Clinical support experience within the Department of Veteran affairs.




• HS Diploma required. AS Degree preferred.




• Apple Certified Tech (ACiT/ACMT), Cisco Certification (CCENT/CCT or higher), Comp TIA Certification (A+, Security+ or Network+), Microsoft (MCP/Associate or higher) and Google IT Support Professional Certification will be considered in lieu of experience.




• Strong familiarity with mobile devices (iOS/Android), Tablets, Windows / Mac PCs, and related hardware technologies




• Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer is required




• Experience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phone




• Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology




• Ability to possess strong sense of ownership of client relationships




• Be accountable, on-time, and available to take service desk calls at start of shift. Regular, reliable attendance is required




• Ability to work successfully as part of a team




• Ability to keep sensitive and confidential material private




• Prior service military or knowledge of military agencies and veteran community helpful




• Regular & reliable attendance required




• Ability to obtain and maintain Public Trust Security Clearance




• US Citizen

Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target.

Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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