Technical Support Specialist

5 days ago

Manassas Park, United States Iron Bow Technologies Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Iron Bow Technologies. As a Technical Support Specialist, you will be the first point of contact for our clients, providing technical support and assistance via various communication channels.

Key Responsibilities
  • Provide technical support and assistance to clients via phone, email, or other communication channels.
  • Manage user accounts, including password resets, account unlocks, and permission assignments.
  • Evaluate and escalate incidents that cannot be resolved to the next level of support in accordance with service level agreements (SLAs).
  • Keep clients informed about the status of their incidents or service requests.
  • Perform proactive maintenance tasks, such as ensuring security patches are installed and applications are up-to-date.
  • Deliver exceptional customer service and maintain a positive attitude.
  • Collaborate with team members to share knowledge and best practices for resolving client issues.
Requirements
  • High school diploma or equivalent, with 0-2 years of experience in a call center or IT environment.
  • Ability to troubleshoot and resolve basic technical issues.
  • Excellent multi-tasking skills.
  • Strong customer service and communication skills.
  • Empathy and ability to relate to clients.
  • Proven ability to follow processes and procedures accurately.
  • Attention to detail.
  • Team player with a positive attitude.
  • Ability to pass a customer background check.
  • Ability to obtain a Windows 10 and Office 365 or CompTIA certification within 90 days of hire.
  • Previous experience in a customer service or technical support role is a plus.
  • CompTIA A+ certification is a plus.
Why Join Our Team
  • Be part of an inclusive team that encourages development and growth in your IT career.
  • Grow your skillset of troubleshooting, critical thinking, customer service skills, and comfort with speaking to everyone in the business.
  • Learn how to deliver helpdesk magic efficiently managing incidents while giving the best customer service possible and playing a direct role in customer success.
Our Commitment to Equality

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.

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