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Associate Service Desk Technician (Mon-Fri 12pm to 8:30pm EST)

Remote:

Full Remote

Work from:

United States

Offer summary

Qualifications:

HS Diploma required, AS Degree preferred., 1 year help desk or IT service desk experience., Certifications like A+, Security+, or ITIL are considered., Strong familiarity with mobile devices and technology..

Key responsabilities:

Provide first-tier support to veterans.
Manage customer tickets in ServiceNow for every call.

Iron Bow Technologies SME https://www.ironbow.com/

501 - 1000 Employees

See more Iron Bow Technologies offers

Job description

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.

CAN YOU RELATE TO THIS?

Passion for technology
Self-motivator
Problem solver
Patient

THE HIGH LEVEL

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, mobile application support and login assistance, 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.

Shifts Available:

8:30am to 5pm EST Mon – Fri
12pm to 8:30pm EST Mon – Fri - Hours for this shift
10pm to 6:30am EST Mon – Fri
10am to 6:30pm EST Tues – Sat

Start Date for all shifts: 1/27/2025

We recognize the importance of maintaining 24/7 operations and compensate employees who work non-traditional hours, such as 2nd shift, nights, or weekends.

WHAT YOU’LL BE DOING

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.

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

WHAT YOU BRING TO THE TABLE

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), ITIL certification, 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.
Will also accept completion of an Iron Bow approved SkillBridge Internship program in lieu of IT experience or certification.
Strong familiarity with mobile devices (iOS/Android), Tablets, Windows / Mac PCs, and related hardware technologies
Proficient in delivering mobile application support to include login and password-related issues and / or inquiries
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

Ability to obtain and maintain Public Trust Security Clearance

US Citizen

TRAVEL REQUIREMENTS

This position will require no travel.

WHY YOU’LL LOVE IT

Showcase your IT knowledge in a fast-paced environment, assisting Veterans and their providers with getting and staying connected to Telehealth technologies and mobile applications.
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.

#LI-MA1 #LI-Remote

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.