Tier 1 Help Desk Technician

Iron Bow Technologies • Herndon, VA

108d • Hybrid

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. Our position supports one of our longtime 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 all shifts and the DOJ customers 24x7. This is a hybrid position with 2 days onsite per week in Herndon, VA and 3 days remote and seeking someone who can support a Monday - Friday 8am-4:30pm schedule.

Requirements

• 2+ years of experience in a Help Desk / IT Support role.
• Experience in creating, updating, and resolving customer tickets with detailed break-fix steps and resolution actions in Cherwell or similar ticket systems.
• Excellent phone etiquette, clear and concise verbal and written communications, and stellar data entry skills.
• Knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory, and mobile devices (IOS).
• Required certifications include HDI-CSR and Google IT or MCP or MD 100 - must have certifications at start or commit to obtaining within 6 months of start.
• Must be able to obtain and maintain a Secret Clearance issued by the DOJ - US Citizenship is required.

Responsibilities

• Have a 'customer first' voice when communicating with the customers.
• Provide help desk initial triage and technical support for local and off-site users.
• Collaborate with customers to gain insight and knowledge of their reported issue to help assess and diagnose the problem.
• Use diagnostic techniques to identify the problem, investigate cause and recommend a solution.
• Escalate incidents and requests to appropriate support level, with appropriate level of discussion of issues with colleagues.
• Support a Help Desk Tier 1 Team, and support a weekly schedule of Monday - Friday 8:30am-5:00pm.
• Support a hybrid work schedule and accommodate a remote and onsite schedule at our Customer Call Center in Herndon, VA.

What This Job Offers

• Industry: Merchant Wholesalers, Durable Goods
• Education Level: No Education Listed