Field Technician 1

Iron Bow Technologies • Manassas, VA

2d • 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 role requires a strong passion for customer service in a technological context, with the ability to adapt to evolving products, software, hardware, and processes. Empathy, patience, and tenacity are essential for working with non-technical end-users until they become independent in performing basic device functions. The position is primarily based at Manassas and Woodbridge, VA, with the possibility of providing in-person support at over 70 County locations. A rotating on-call schedule for after-hours support may be required.

Requirements

• 1-3 years of experience
• A+/Net+ certifications
• 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.
• Clean record to pass PWC Commercial and Police check

Nice To Haves

• Associate’s degree in computer related field
• CompTIA A+, Net+ or Security+ certifications

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.
• Diagnose issues and replace worn or broken parts, making necessary technical adjustments.
• Support the deployment and maintenance of shared software, including operating systems, configuration management tools, and application development/testing tools.
• Work effectively both independently and as part of a team.
• Demonstrate strong written and verbal communication skills when interacting with users and colleagues.
• Train users on IT systems and best practices as needed.
• Stay current with emerging technologies and diagnostic tools.
• Utilize reference materials and diagnostic aids to resolve technical issues efficiently.
• Accurately manage and report time spent on all assigned activities and projects.

Benefits

• Compensation and Benefit Information: The salary range for this position is $21.00 - $24.00/hourly.
• An overview of our benefits is available on our careers page.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree