Field Technician 1

Iron Bow Technologies•Manassas, VA

17h•Onsite

About The Position

Iron Bow Technologies is looking for a Field Technician 1 (FT) who will be responsible for providing customer-facing support, including end-user initial setup, troubleshooting, and training for various devices, connections, and applications. The most important qualification is the ability to consistently deliver world-class customer support and empower customers to deliver critical services. The role requires a strong passion for customer service in a technological context, adaptability to evolving products, software, hardware, and processes, and empathy, patience, and tenacity to work with non-technical end-users until they become independent in performing basic device functions.

Requirements

High school diploma + up to 3 years of experience
CompTIA certifications or an Office 365 and Windows 11 within 90 days of hire
Technical Troubleshooting & Problem Solving - Ability to diagnose and resolve basic end-user technical issues efficiently using standard procedures, tools, and knowledge bases to resolve customers issues in a timely fashion.
Customer Service Excellence - Ability to deliver friendly, patient, and professional support while maintaining a positive attitude, building rapport, managing expectations to ensure users feel supported throughout the process.
Communication & Active Listening - Ability to clearly explain technical information in a user-friendly manner by asking clarifying questions, confirming information and providing timely feedback while getting to the root of the problem.

Nice To Haves

Associate’s degree in a computer-related field
CompTIA A+, Net+ or Security+
Clean record to pass PWC Commercial and Police check

Responsibilities

Perform on-site work primarily at Manassas and Woodbridge, VA (Department of Information Technology Headquarters).
Provide in-person support at any of 70+ County locations as needed, including police stations, fire stations, health clinics, parks, libraries, and other facilities.
Participate in a rotating on-call schedule to provide after-hours support as required.
Prepare and image new computers for deployment.
Perform hardware refreshes and coordinate the disposal of end-of-life equipment in compliance with County policies.
Provide timely and effective technical assistance to end-users for a wide range of hardware and software issues.
Identify, research, and resolve technical problems, escalating as necessary.
Document, track, and monitor incidents and service requests to ensure prompt resolution and customer satisfaction.
Communicate accurate and useful status updates to users and management.
Perform preventive maintenance and repair on computers, printers, and related equipment.