Field Technician 3

Iron Bow Technologies•Manassas, VA

1d•Hybrid

About The Position

Iron Bow Technologies is seeking a Field Technician 3 (FT) to provide customer-facing support, including end-user initial setup, troubleshooting, and training for various devices, connections, and applications. The role emphasizes world-class customer support and empowering customers to deliver critical services. The ideal candidate will have a strong passion for customer service in a technological context, the ability to adapt to evolving products and processes, and possess empathy, patience, and tenacity when working with non-technical end-users.

Requirements

High School diploma with 7+ years previous ITI software/hardware technician experience
Operating System Certification
MS Office Certification
Strong communication skills.
Has knowledge of commonly used concepts, practices, and procedures within the Customer Service field.
Ability to lift up to 50lbs repeatedly during the work day
Experience providing for various field offices utilizing Service Now & MS System Center Configuration Manager (SCSM) for ticketing and SCCM for remote tools.
Experience working in technical support environments via ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer.
US Citizen; ability to pass additional PWC Police Background investigation.
Be accountable, on-time, and available to take service desk calls at start of shift.
Regular, reliable attendance is required.
Ability to work in a fast-paced, changing Customer Service-centric environment.

Nice To Haves

CompTIA A+
Microsoft Certified Solutions Associate on Windows 11
Associates Degree
Security+CE

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.
Remote work may be permitted based on weather conditions or special circumstances (e.g., public health emergencies).
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.