New

IT Help Desk Support Technician Tier 1

Iron Bow Technologies
United States, D.C., Washington
Aug 09, 2025
Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!" We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges. Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way. THE HIGH LEVEL The IT Help Desk Support Technician Tier 1 role entails installing devices on a network, troubleshooting equipment issues that may be either software, hardware or network based. You must consistently maintain a calm composure and be customer-focused while troubleshooting and solving issues with sometimes frustrated users that may have a limited understanding of technology. The right candidate strives to deliver end-user satisfaction that results in positive customer feedback WHAT YOU'LL BE DOING Consistently having a "customer first" voice when communicating with the customers in person, telephonically, through the ticketing system, and email Answering customer calls into help desk, creating customer tickets in ServiceNow Monitoring incoming ticket queue during assigned queue management window 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 resolutions in ServiceNow, and according to defined ticket compliance requirements Coordinating logistics and conduct the movement of assets and equipment to various client's facilities when needed Working with VIPs, providing a "white glove" service where necessary Provide support with account setup, software installation, printer installation and imaging laptops Providing onsite deskside support as well as phone-based support, troubleshooting for hardware and software support Escalate incidents and requests to appropriate support level, 3rd parties or team where appropriate level of discussion of issues with colleagues will be conducted Install, monitor, troubleshoot, replace and support desktop infrastructure, end user equipment (printers, multi-function devices/multi-function device consumables, mobile devices, scanners, etc.), local and wide area networks, data storage systems, AD, and third-party software Assist with, and participate on, new project(s) testing and deployment/delivery Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escort Be aware of established performance metrics and strive to consistently meet them Schedule and facilitate customer facing training as required Contribute to development of knowledge articles WHAT YOU BRING TO THE TABLE At least 18 months (1.5 years) previous help desk, technical call center, or IT service desk experience providing customer support is required, preferably in an environment that followed performance metrics You've been responsible for creating, updating, and resolving customer tickets with detailed break-fix steps and resolution actions in ServiceNow or similar ticket systems, according to defined ticket compliance requirements. Must have significant experience escalating incidents and requests to appropriate support level, 3rd parties or other teams where appropriate level of discussion of issues with colleagues will be conducted Demonstrated experience (1-2 years) providing help desk customer support, including supporting VP/VIP-level customers is needed Proven aptitude in help desk ticketing platforms, documenting ticket notes following desk side support, and real-time while engaged with the customer on the phone Experience tracking customer assets in formal asset management tracking system Knowledge in most or all the following: Google Mail, Google Suite, iOS, Windows, network and local printers Candidates with active CompTIA A+ or Network+ certifications are strongly desired JAMF knowledge/certification would be a plus TRAVEL REQUIREMENTS This position has a strong preference for candidates based in the greater Washington, D.C. area and may require 10% local travel at times (inter-office) as well as traveling to support the regional offices. WHY YOU'LL LOVE IT Be a part of a team that is supporting history. Bring your expertise and make this opportunity uniquely yours. Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by. Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success. #LI-PD1 OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law.Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.