Tier I Helpdesk Support Specialist

3 weeks ago

Herndon, Virginia, United States Iron Bow Technologies Full time
Job Summary

We are seeking a skilled Tier I Helpdesk Support Specialist to join our team at Iron Bow Technologies. As a key member of our IT support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Respond to user inquiries and provide technical support via phone, email, and chat.
  • Troubleshoot and resolve technical issues in a timely and professional manner.
  • Collaborate with customers to gain insight and knowledge of their reported issue to help assess and diagnose the problem.
  • Apply diagnostic techniques to identify the problem, investigate cause and recommend a solution.
  • Escalate incidents and requests to appropriate support level, where appropriate level of discussion of issues with colleagues will be conducted.

Requirements
  • 2+ years of experience in a Help Desk / IT Support role is required.
  • 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.
  • Must be able to obtain and maintain a Federal Public Trust Clearance issued by the DOJ - US Citizenship is required.

Why Work with Us

At Iron Bow Technologies, we are committed to providing our employees with a work environment that is free of discrimination and harassment. We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual who is passionate about delivering exceptional IT support, we encourage you to apply for this exciting opportunity.

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