Tier 1 Help Desk Technician

THE HIGH LEVEL

The IT Help Desk Support Technician Tier 1 role entails responding to users in a professional and friendly manner, ensuring all responses given are accurate and documented. You consistently maintain a calm composure and be customer-focused while troubleshooting and solving issues with sometimes frustrated end-users that may have a limited understanding of technology. Our candidate strives to deliver end-user satisfaction that results in positive customer feedback. This position supports one of our long-time Federal Government customers, the Department of Justice (DOJ). We are seeking someone who is passionate about customer service. We have a great Team of Technicians who support a Help Desk that provides support for DOJ customers 7 days a week.

WHAT YOU'LL BE DOING

• Have a "customer first" voice when communicating with the customers - engage with customers to gain insight and understanding of their issue, conduct initial triage to help diagnose the problem, investigate cause, and provide a solution.
• Bring ambition to join a team of professionals who welcome opportunities to learn and professionally grow.
• Strive to provide customer responsiveness that supports a goal of point-of-call resolution - while some support requests will need to be escalated to other teams, you bring ambition to assist customers in the most expeditious way possible and perform timely escalation of incidents and requests that cannot be completed at Tier 1.
• You look forward to getting involved with multiple areas of customer support, including providing suggestions and input that consistently help to improve customer support, identifying anomalies and suggested improvements for existing documented solutions.
• You're welcoming for opportunities to get involved with customer reporting, and with the Call Center Manager support and guidance, you have interest in understanding trends and sharing suggestions that continually have a positive impact on the entire team.
• You bring a consistent "can do" enthusiasm and not afraid to jump in and help when and where needed.
• Available to support a Monday-Friday work schedule (we have 1^st and 2^nd shift schedules) - added pluses if you're flexible to support weekend shifts as well.
• You welcome an opportunity to be part of an existing Team of Technicians who consistently strive for favorable customer experiences that result in personal and teamwide successes.
• You're available for onsite work shifts at our DOJ-dedicated Customer Call Center in Herndon, VA.
• You welcome opportunities to occasionally provide support at the customer site in DC, where you will get exposure to other areas to program that may open options for growth opportunities.
• Other Help Desk / Customer Support duties assigned.

WHAT YOU BRING TO THE TABLE

• You have 2+ years of experience in a Help Desk / IT Support role where you have been customer-focused and service-oriented, where attentive to details, successfully multi-tasked, and always acted with professionalism.
• Have excellent phone etiquette, clear and concise verbal and written communications, and stellar data entry skills.
• Dependability and dedication to meet position requirements, including reliability for on-time arrival, and being part of a team that strives to meet service level agreement goals.

• You've been responsible for creating, updating, and resolving customer requests with detailed break-fix steps and resolution actions in a formal ITSM, such as Cherwell or ServiceNow, or similar ticketing systems, according to defined ticket compliance requirements.
• Have Knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory, and mobile devices (IOS).
• It will be helpful if you have prior experience supporting customer inquiries using a formal ACD.
• You welcome opportunities to excel, to gain knowledge and experiences that will help with your professional growth goals.
• A HS diploma. Higher education is a plus, but a minimum of the HS diploma is required.
• IT certifications: HDI CSR and MCP (or Google IT, or an existing MS MD 100) - if not currently held, commitment to obtain within 60 days of start.
• US Citizenship is required - must be able to obtain and maintain a Secret Clearance issued by the DOJ.

TRAVEL REQUIREMENTS

This position requires candidates to be onsite at our Herndon VA office, and able to support local travel, Washington DC, up to 20%.

WHY YOU'LL LOVE IT

• Be a part of a team that is supporting an exciting Federal client. Bring your expertise 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 the customer and employee experience. This new approach elevates all and truly enables success.

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