Service Desk Technician - IronCare (Remote)

Company: Ironbow
Location: Chantilly
Posted on: August 6, 2022

Job Description:

Iron Bow Technologies is currently looking for a Service Desk Technician - IronCare within our growing Managed Services team that is responsible for managing the entire customer lifecycle across a broad customer base. The successful candidate will be responsible for providing first-tier support to several key customers, primarily supporting telehealth technologies for the US Coast Guard. Primary tasks consist of end-user initial setup, troubleshooting, and training of mobile devices within a video connection platform and application.

As a Service Desk Technician, you will have a passion for technology, fixing problems, and providing an A+ customer experience. The candidate must be comfortable working at a fast pace and capable of managing day to day operational requirements as well as strong note taking, documentation, and customer service skills.

Partial, scheduled, telework is available after the orientation period.

Two positions available on 1st and 3rd shift:

* Saturday - Tuesday; 6:00am - 4:30pm EST
* Monday - Friday; 12:01am - 8:30am EST

Responsibilities:

* Answer incoming customer calls into the Tier 1 Help Desk
* Create, update, and close customer tickets in ServiceNow ticketing portal for every call answered and according to defined ticket compliance requirements
* Ask probing questions, listen, and record data capture details and actions performed in all customer tickets
* Ensure problem ownership, escalate issues through proper channels
* Perform basic troubleshooting and info-gathering
* Perform moves, adds, changes for telehealth customers
* Supporting customer issues and requests, including but not limited to: Information requests, password resets, triaging call quality reports.
* Document work in ticketing system, Service Now
* Create and follow knowledge base documentation for customer issues and internal processes
* Effectively communicate technical information to non-technical audiences.
* Perform on-call rotation (typically 1 week per 2 months), and evenings/weekends on occasion for project work.

Requirements:

* HS diploma required + one year IT or Customer Service experience or Bachelor's degree in lieu of experience
* Proven interest and aptitude in IT and fixing problems
* Enthusiasm for personal and career growth
* Experience working in a customer-facing service desk
* Strong familiarity with mobile devices (iOS/Android), Tablets, Windows / Mac PCs, and related hardware technologies
* Cisco Certification (CCT, CCNA, or higher), CompTIA (Network+, Security+) will be considered in lieu of experience
* Strong ability to execute based on requirements
* Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
* Strong typed/written and verbal presentation skills
* Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer is required
* Be accountable, on time, and available to take service desk calls at start of shift. Regular reliable attendance is required.
* Ability to work successfully as part of a team
* Ability to keep sensitive and confidential material private
* Ability to obtain Public Trust or secret level government clearance
* US Citizen

This position and continued employment with Iron Bow Technologies is contingent upon providing documentation of being fully vaccinated for Covid-19 or you must provide documentation to Iron Bow Human Resources supporting a bona fide request for Religious or a Medical Accommodation.

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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Keywords: Ironbow, Chantilly , Service Desk Technician - IronCare (Remote), Professions , Chantilly, Virginia