Tier 1 Help Desk Technician

Iron Bow Technologies • Herndon, VA

23h • 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).
• 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.
• Higher education is a plus.
• 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.
• Flexibility to support weekend shifts.

Responsibilities

• Have a “customer first” voice when communicating with the customers - 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.
• Strive to provide customer responsiveness that supports a goal of point-of-call resolution – while some support requests will need to be escalated to other teams, you bring ambition to assist customers in the most expeditious way possible and perform timely escalation of incidents and requests that cannot be completed at Tier 1.
• Get involved with multiple areas of customer support, including providing suggestions and input that consistently help to improve customer support, identifying anomalies and suggested improvements for existing documented solutions.
• Get involved with customer reporting, and with the Call Center Manager support and guidance, have interest in understanding trends and sharing suggestions that continually have a positive impact on the entire team.
• Bring a consistent “can do” enthusiasm and not afraid to jump in and help when and where needed.
• Support a Monday-Friday work schedule (we have 1st and 2nd shift schedules) – added pluses if you’re flexible to support weekend shifts as well.
• Be part of an existing Team of Technicians who consistently strive for favorable customer experiences that result in personal and teamwide successes.
• Be available for onsite work shifts at our DOJ-dedicated Customer Call Center in Herndon, VA.
• Occasionally 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 $22.36 - $24.04/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