Field Services Technician 3

Iron Bow Technologies•Fairfax, VA

7d•Onsite

About The Position

Iron Bow Technologies is seeking an Field Service Technician to provide technical support for the Commonwealth of Virginia. In this role, you'll deliver hands-on and remote IT support, troubleshoot hardware and software issues, manage assets throughout their lifecycle, and ensure end users receive exceptional technical service. This position is ideal for a customer-focused IT professional who enjoys solving technical challenges in a fast-paced environment.

Requirements

2+ years of IT support or desktop support experience.
Experience troubleshooting, servicing, and repairing desktop and laptop computers.
Experience supporting Windows and macOS operating systems.
Experience with imaging, device deployment, and hardware lifecycle management.
High school diploma or equivalent combination of education and experience.
Desktop and laptop hardware repair.
Windows and macOS support.
Remote administration tools.
Ticketing and asset management systems.
Hardware imaging and deployment.
Basic networking, server, and VoIP support.
Excellent troubleshooting and problem-solving skills.
Strong written documentation skills with the ability to maintain detailed ticket histories.
Outstanding customer service and communication skills.
Ability to work independently with minimal supervision.
Adaptability to changing priorities, schedules, and work assignments.
Valid Virginia Driver's License and reliable transportation required.
Local travel to customer sites may be required.
Ability to support after-hours and weekend work when needed.

Nice To Haves

Dell Certified Technician certification.
HP Certified Repair certification.
Microsoft, Apple, or other industry-recognized IT certifications.
Experience supporting enterprise or government IT environments.
Experience performing OEM warranty repairs.
Experience supporting large-scale desktop refresh initiatives.

Responsibilities

Provide technical and IT support for Commonwealth of Virginia end users.
Deliver remote and onsite/deskside support using remote administration tools and in-person troubleshooting.
Diagnose, troubleshoot, repair, and restore Windows and macOS operating systems, hardware, software, and applications.
Perform OEM-certified warranty repairs and break/fix support for desktops, laptops, and related equipment.
Support end users with remote access issues and coordinate replacement devices, third-party repairs, and onsite support as needed.
Perform desktop and laptop refreshes, including imaging and deployment of new devices.
Manage system updates, asset management, and equipment lifecycle activities.
Create, document, and maintain detailed service tickets from assignment through resolution.
Execute asset disposition activities in accordance with established processes.
Ensure accurate documentation of troubleshooting steps, repairs, and resolutions.
Provide smart-hands support for network, server, and VoIP technologies.
Participate in after-hours and weekend support as business needs require.
Maintain a high level of customer satisfaction through timely issue resolution and effective communication.