Associate Service Desk Technician - Tier I

Published date Posted on Indeed on Jan 14, 2022 (4 d ago)

Iron Bow Technologies is currently looking for an Associate Service Desk Technician - Tier I. The successful candidate will be responsible for providing first-tier support to our nation's veterans, consisting of end-user initial setup, troubleshooting, and training of mobile devices within a video connection platform and application. Our most important qualification isn't technical, it’s the ability to consistently deliver world-class support and invigorating customer experiences in a mission driven organization.

As a Tier 1, you will have a strong passion for technology, particularly iOS and Android products. You have the ability to adapt to evolving products, software, and hardware. You have the tenacity to work with non-technical end-users until they truly become independent and able to perform basic device functions on their own.

Shift is Monday - Friday 8am - 4:30pm 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

  • Provide reassurance to end users when delivering solutions and diagnosing issues

  • Advise management of potential risks that may have impact on customer base and operating environment

  • Promote end-user satisfaction in adherence to established performance metrics

Requirements:

  • At least one year previous help desk, technical call center, or IT service desk experience providing phone-based support. Will also consider Clinical support experience within the Department of Veteran affairs.

  • HS Diploma required. AS Degree preferred.

  • Apple Certified Tech (ACiT/ACMT), Cisco Certification (CCENT/CCT or higher), Comp TIA Certification (A+, Security+ or Network+), Microsoft (MCP/Associate or higher) and Google IT Support Professional Certification will be considered in lieu of experience.

  • Strong familiarity with mobile devices (iOS/Android), Tablets, Windows / Mac PCs, and related hardware technologies

  • Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer is required

  • Experience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phone

  • Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology

  • Ability to possess strong sense of ownership of client relationships

  • 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

  • Prior service military or knowledge of military agencies and veteran community helpful

  • Regular & reliable attendance required

  • This program requires COVID vaccination. Must be able to show documentation of vaccination(s) during the onboarding process

  • Ability to obtain and maintain Public Trust Security 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.

#LI-TM1

#IND123


Let us know

Help us maintain the quality of jobs posted on RemoteTechJobs and let us know if:

Loading...
Success
Error on reporting

Related jobs

Pumex Computing Pumex Computing |
Yesterday

Project ManagerRemotePosted 2 months agoWho We Are:Pumex Computing is now in its sixth year of business, and we are growing at a phenomenal rate, www.pumex.com. Our company was started because we saw an opportunity to bring core values that are often overlooked in the IT services

Company OverviewFOREVER is driven by the belief that family stories should never be lost, and families should be able to connect and share in trustworthy, secure, and long-lasting ways. FOREVER is a complete memory keeping platform, providing users with a suite of applications fo

If you are a Senior Flutter developer in the United States who wants to work in a fun collaborative environment with a great work life balance, come join MassageBook! Our SaaS platform is rapidly growing, and we are looking to build a solid team of engineers in the U.S. Please on

About the RoleLead instructors are responsible for providing in-class instruction and student support during the course. This can include creating lesson plans, working with co-instructors and teaching assistants to coordinate in class activities and support, answering student qu

Mindera Mindera |
15 d ago

Why Join Us?Here a Mindera we are building a world-class team and would love it for you to join us. We are hiring a team of mid and senior-level engineers. Mid-level devs should have at least 3 years of experience and seniors 5 years of experience.As an iOS Developer, your main f