Tier 1 Help Desk Technician

Iron Bow Technologies•Columbia, WA

2d•Onsite

About The Position

Iron Bow Technologies is seeking an ambitious Tier 1 Help Desk Technician to provide onsite support for the U.S. Holocaust Memorial Museum in Washington, DC. The selected candidate will offer customer support, including technical problem resolution, and consistently deliver world-class support to ensure positive customer experiences. This role requires a passion for technology and a commitment to assisting end-users to remain productive and services accessible. The technician will be the first point of contact for end users, aiming to resolve as many requests as possible on the first contact. The ideal candidate can support both technical and non-technical users.

Requirements

At least 18 months of general customer support experience.
A minimum of 6 months of full-time work experience delivering formal technical Help Desk support focused on end-user productivity.
Minimum of a high school diploma.
Active/current relevant certifications are a plus.

Nice To Haves

Knowledge of formal ITSM platforms and eagerness to learn ServiceNow or similar systems for ticket creation, updates, and resolution with detailed break-fix steps.
Aptitude to learn Help Desk ticketing platforms and document ticket notes in real-time.
Willingness to learn the process of escalating incidents and requests to appropriate support levels, third parties, or other teams.
Experience supporting VIP-level customers.
Knowledgeable with Google Mail, Google Suite, iOS, Windows, network and local printers.
Familiarity with JAMF.
Interest in participating in training opportunities for certifications and career advancement.

Responsibilities

Consistently communicate with customers in a "customer first" manner via phone, ticketing system, email, or in person.
Answer customer calls and create support tickets in ServiceNow.
Monitor the incoming ticket queue (phone, email, Service Catalog, walk-ins) and take appropriate action.
Resolve support requests by assigning them to yourself, another team member, or escalating to another support group.
Create, update, and resolve customer tickets in ServiceNow, referencing knowledgebase articles or providing detailed break-fix steps and resolutions according to compliance requirements.
Coordinate and conduct the movement of customer assets to various client facilities and maintain current asset management data.
Provide "white glove" service to VIPs.
Support account setup, software installation, printer installation, and laptop imaging.
Install, monitor, troubleshoot, replace, and support desktop infrastructure, end-user equipment (printers, consumables, mobile devices, scanners), networks, data storage systems, Active Directory, and third-party software.
Understand Service Level Agreements (SLAs) and performance metrics, striving to meet them consistently.
Participate in all levels of Tier 1 support and provide status updates to Iron Bow and customer management.
Contribute to the development of KnowledgeBase articles.
Inform Iron Bow management of potential risks that could impact support delivery or the customer.
Ensure all work aligns with Iron Bow policies, procedures, and compliance requirements.