Tier 1 Help Desk Technician

Iron Bow Technologies • Herndon, VA

9h • Onsite

About The Position

The IT Help Desk Support Technician Tier 1 role entails responding to users in a professional and friendly manner, ensuring all responses given are accurate and documented. You consistently maintain a calm composure and be customer-focused while troubleshooting and solving issues with sometimes frustrated end-users that may have a limited understanding of technology. Our candidate strives to deliver end-user satisfaction that results in positive customer feedback. This position supports one of our long-time Federal Government customers, the Department of Justice (DOJ). We are seeking someone who is passionate about customer service. We have a great Team of Technicians who support a Help Desk that provides support for DOJ customers 7 days a week.

Requirements

• 2+ years of experience in a Help Desk / IT Support role where you have been customer-focused and service-oriented, where attentive to details, successfully multi-tasked, and always acted with professionalism.
• Excellent phone etiquette, clear and concise verbal and written communications, and stellar data entry skills.
• Responsible for creating, updating, and resolving customer requests with detailed break-fix steps and resolution actions in a formal ITSM, such as Cherwell or ServiceNow, or similar ticketing systems, according to defined ticket compliance requirements.
• Knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory, and mobile devices (IOS).
• Dependability and dedication to meet position requirements, including reliability for on-time arrival, and being part of a team that strives to meet service level agreement goals.
• A HS diploma. Higher education is a plus, but a minimum of the HS diploma is required.
• US Citizenship is required - must be able to obtain and maintain a Secret Clearance issued by the DOJ.

Nice To Haves

• Prior experience supporting customer inquiries using a formal ACD.
• IT certifications: HDI CSR and MCP (or Google IT, or an existing MS MD 100) – if not currently held, commitment to obtain within 60 days of start.

Responsibilities

• Engage with customers to gain insight and understanding of their issue, conduct initial triage to help diagnose the problem, investigate cause, and provide a solution.
• Perform timely escalation of incidents and requests that cannot be completed at Tier 1.
• Provide suggestions and input that consistently help to improve customer support.
• Identify anomalies and suggested improvements for existing documented solutions.
• Understand trends and share suggestions that continually have a positive impact on the entire team.
• Jump in and help when and where needed.
• Support a Monday-Friday work schedule (we have 1st and 2nd shift schedules).
• Support weekend shifts as well.
• Provide support at the customer site in DC, where you will get exposure to other areas to program that may open options for growth opportunities.
• Other Help Desk / Customer Support duties assigned.

Benefits

• Compensation and Benefit Information: The salary range for this position is $20.00 - $24.00/hr.
• 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: High school or GED