DOES THIS SOUND LIKE YOU?

• 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, 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.

Shift: Tuesday - Friday 12pm-8:30pm & Saturday 7:30am - 4pm (EST)

Start Date: 6/3/2024

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 leastone yearprevioushelp desk, technical call center, orIT 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 Certificationwill 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
• 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 you IT knowledge in a fast-paced environment, assisting Veterans and their providers with getting and staying connected to Telehealth technologies.
• 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-CS1