Iron Bow Technologies · 4 days ago

IT Help Desk Support Technician Tier 1

Herndon, VA

Full-time

Onsite

Entry Level

2+ years exp

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Consumer ElectronicsElectronics

Insider Connection @Iron Bow Technologies

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Have a “customer first” voice when communicating with customers.

Provide help desk initial triage and technical support for local and off-site users.

Collaborate with customers to diagnose reported issues.

Apply diagnostic techniques to identify problems and recommend solutions.

Escalate incidents and requests to appropriate support levels.

Support a Help Desk Tier 1 Team and accommodate a hybrid work schedule.

Create, update, and resolve customer tickets with detailed steps and resolution actions.

Maintain clear verbal and written communication with customers.

Possess knowledge of MS Office, Exchange, Active Directory, and mobile devices.

Obtain and maintain relevant IT certifications.

Obtain and maintain a Federal Public Trust Clearance issued by the DOJ.

Qualification

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Help Desk/IT SupportMS OfficeActive DirectoryMobile devices (IOS)HDI CSRGoogle certificationsCompTIA A+MCPData entry skillsCustomer-focusedService-orientedPhone etiquetteClear communicationWritten communicationStellar data entry skills

Required

2+ years of experience in a Help Desk / IT Support role

Customer-focused and service-oriented

Excellent phone etiquette, clear and concise verbal and written communications, and stellar data entry skills

Knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory, and mobile devices (IOS)

IT certifications at start – such as, HDI CSR, Google, CompTIA A+ (both parts), MCP - or able to obtain within 6 months of start (company paid) HDI CSR and Google certifications

AS Degree (or higher) in IT or related field is required to be considered – an additional 4 years of experience may be considered in lieu of the degree

Must be able to obtain and maintain a Federal Public Trust Clearance issued by the DOJ - US Citizenship is required