IT Support Technician – Deskside Tier 2

Help Desk Opportunity (Tier 2)

Iron Bow Technologies is looking to expand our current help desk team in Bowie, MD with an experienced IT Support Technician interested in a permanent Tier 2 Help Desk opportunity

The successful candidate will be responsible for providing IT support to both onsite and remote users including supporting VP/VIP level customers for the US Holocaust Memorial Museum

Position Responsibilities

• Consistently have a “customer first” voice when communicating with users
• Accept user support tickets that come over phone, email or requests made via self-service portal
• Answer calls into help desk, create customer tickets in ServiceNow
• Assist with monitoring incoming ticket queue when needed
• Identify support requests to include in our Knowledge Base repository
• Provide reassurance to end-users when diagnosing issues and delivering solutions
• Perform timely customer follow up support for open support requests
• Advise management of potential risks that may have an impact on the customer
• Create, update and resolve customer tickets with detailed break-fix steps and resolution actions in ServiceNow, according to defined ticket compliance requirements
• Coordinate logistics and movement of assets/equipment to various client's facilities when needed
• Work with executive leadership/VIPs, providing “white glove” service where necessary
• Provide support with account setup, software installation, printer installation and laptop imaging
• Provide onsite deskside support, troubleshooting for hardware and software support
• Escalate incidents and requests to appropriate support level, 3rd party or other teams where appropriate level of discussion of issues with colleagues will be conducted
• Install, monitor, troubleshoot, replace and support desktop infrastructure, user equipment (printers, multi-function devices, mobile devices, scanners, etc.), LAN/WAN, data storage systems, AD and 3rd party software
• Assist with and participate on new project(s) testing and deployment/delivery
• Collaborate with vendors on software and hardware troubleshooting, repair, replacement, etc.
  

Required Experience

• 4+ years of previous help desk, technical call center, or IT service desk experience providing customer support (preferably in an environment that followed performance metrics)
• Several years’ experience providing desk side support, including supporting VP/VIP-level customers
• Experience installing devices on network, troubleshooting issues that may be software, hardware or network based
• Experience utilizing help desk ticketing platforms, documenting incidents in real-time
• Must have excellent verbal and written communication skills, phone etiquette, keyboarding skills, customer focused and service oriented, attentive to details, able to multi-task and adjust focus when higher priority requests arrive
• Experience tracking customer assets in a formal asset management tracking system is preferred
• Knowledge of the following: Google Mail, iOS, Windows, network and local printers
• Knowledge of MS Management Console tools, specifically AD and AD components used to provide support in an enterprise network environment
• Experience working with VMWare and Office 365 preferred
• Experience using MDM solutions such JAMF for remote lifecycle management (i.e., groups, policies, configuration, patches) of Apple devices (Mac, iOS) is preferred
• Bachelor’s Degree in an IT related field (OR additional experience in lieu of a degree)
• US Citizen with ability to obtain Public Trust clearance (position requires fingerprint, criminal, drug testing)
• Travel Requirements: less than 10%
• This position and employment with Iron Bow Technologies is contingent on being fully vaccinated for Covid-19 OR documentation supporting Religious or a Medical Accommodation

Certifications

• MCP (Microsoft Certified Professional - currently MDA-100), CompTIA or similar IT certifications
• Microsoft certifications are highly preferred
  

Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target. Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class

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