Help Desk Analyst Virginia

Company: Iron Bow Technologies
Location: Sterling
Posted on: September 16, 2023

Job Description:

Tier 1 Help Desk Technician



Iron Bow Technologies has a need for a Tier 1 Help Desk Technicians interested in a permanent opportunity in Herndon, VA supporting a longtime Federal Government customer.

This hybrid position offers work schedules for remote and onsite at our Customer Call Center in the Herndon, VA. We are seeking candidates to support a shift of Mon-Fri, 8am-4:30pm (EST)

The selected candidate will join a Tier 1 Help Desk Support Team supporting -3,000 Department of Justice (DOJ) users and act as the 1st point of contact for customers seeking support and issue resolution. Our Support Team uses Cherwell to initiate incidents, work orders and service requests that capture support needs from calls, emails, voicemails, and web requests. Help Desk Technicians must be customer focused and strive to provide customer resolution, and when needed, escalate support request. Iron Bow is seeking candidates who are excited about opportunities to broaden their skills and position themselves for advancement.



Position Responsibilities

Provide help desk / technical support for local and off-site users
Have a "customer first" voice when communicating with the customers
Respond to users in a professional and friendly manner, ensuring responses given are accurate and documented
Keep customers informed of progress and status of tickets throughout the resolution
Collaborate with customers and co-workers to diagnose and resolve problems
Manage and monitor problem tickets, analyze incidents and provide support required
Strive to meet target SLAs
Apply diagnostic techniques to identify problem, investigate cause and recommend solution
Monitor/update data records in the ticketing system
Provide feedback on issues to strengthen content in knowledge base
Document IT requests, record actions, and follow up on deferred actions
Troubleshoot, analyze, resolve, track, escalate and document technical issues
Strive to resolve on 1st contact when possible, using remote desktop control
Resolve customer issues in a pre-determined time frame or escalate for resolution
Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps
Regular and reliable attendance required



Candidate Experience Requirements

2+ years of experience in a Help Desk / IT Support role is required
Sound knowledge of hardware/software, operating systems, and networking related technologies is required
Knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory and mobile devices is needed
CompTIA A+ (both parts), HDI Customer Support, and MS MD-100 certifications are highly preferred (OR able to obtain within 6 months of hire (company paid))
Must be customer-focused and service-oriented, attentive to details, with the ability to multi-task and act with professionalism at all times
Excellent verbal and written communication skills, phone etiquette, data entry
AS Degree (or higher) in IT or a related field, OR 4 years of experience in lieu of degree
Candidates must be able to obtain a Public Trust Clearance - US Citizenship required



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.

Keywords: Iron Bow Technologies, Sterling , Help Desk Analyst Virginia, Professions , Sterling, Virginia