Iron Bow Technologies · 3 hours ago
Tier 2 Help Desk Support Technician
Washington, District of Columbia, United States
Full-time
Onsite
Mid, Senior Level
5+ years expIron Bow Technologies is a next generation solutions provider delivering mission success across government, healthcare, and commercial industries. They are seeking an experienced Help Desk Support Technician to analyze and identify user issues, resolve them, or escalate incidents for prompt resolution.
Consumer ElectronicsElectronicsGovernmentInformation Technology
No H1B
U.S. Citizen Only
Responsibilities
Provide systems support to users for support tickets that come in from the general public not internal US Government (EEOC) personnel
Provide support for directly-assigned or escalated Helpdesk support to include: review and validate that the problem requires escalation to Portal team, begin troubleshooting of the reported problem, and determine if the problem is one-of-a-kind in nature or is potentially system-wide
Classify and provide analysis of the problem as it relates to prior tickets or previous trouble tickets
Refer tickets not resolved within SOP time parameters, with an escalation to Tier 3 or other EEOC organization
Recommend whether on-site government assistance is needed, based on a Priority 1 problem ticket or work order affecting remote users or locations to the Help Desk Manager
Provide advanced and complex technical support for all base-level applications
Perform setup and de-installation of computers; this includes special requests for EEOC control unit room setup and de-install, conference room support, etc
Coordination of end-user loaner program for PC’s, laptops, and peripherals (i.e. portable printers, projectors, keyboard, mouse, etc.) using Service Now as an asset tracking tool
Maintain EEOC Operating System (Windows 10) and provide testing, troubleshooting, documentation and consultation to ensure applications follow EEOC compliant guidelines
Provide operating system updates, upgrades as required; Assist with full planning, application testing, configuration, administration, and deployments
Writing and testing install scripts, troubleshooting problems with configuration settings, test and integration of applications
Work with security operations to conduct desktop virus scan and remediate infected system
Conduct desktop data recovery and backup
Initial project focused on supporting customer communications following a breach – involves a lot of email/coord with the general public. After this project it will shift more to traditional Tier 2 roles
Qualification
Required
Strong customer service skills for dealing with the general public
A Bachelor degree in an IT-related field or 5 years IT support/Help Desk experience
Experience troubleshooting computer hardware/software, mobile devices, operating systems, and networking related technologies is required
Sound knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory, and mobile devices
Strong written and verbal communication skills with attention to detail
Ability to obtain Position of Public Trust (US Citizenship required)
Candidates should possess accredited IT certifications such as CompTIA A+, Network+, Microsoft MD 100, and/or ITIL (or willing to obtain within 90 days of hire)
Company
Iron Bow Technologies
We deliver mission success through next-generation solutions across government, healthcare, and commercial markets.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-09-28Acquired
Leadership Team
Kevin Greene
Vice President
Recent News
Company data provided by crunchbase