Associate Service Desk Technician

Iron Bow Technologies; New York (NY); On-site; USD 45,000 - 62,000; Full time

Job summary

Iron Bow Technologies is seeking an Associate Service Desk Technician - Tier I to provide first-tier support for veterans, including initial setup, troubleshooting, and training on mobile devices within a telehealth platform. The role emphasizes delivering world-class customer experience in a mission-driven environment.

Responsibilities include handling Tier 1 calls, documenting tickets in ServiceNow, and guiding users to independence while maintaining calm under pressure.

Qualifications

• One year of help desk, technical call center, or IT service desk experience providing phone-based support; clinical VA experience considered.
• HS Diploma required; AS Degree preferred.
• Certifications (ACiT/ACMT, ITIL, CCENT/CC..., A+, Security+, Network+, MCP) may substitute for experience.

Responsibilities

• Answer incoming customer calls into the Tier 1 Help Desk
• Create, update, and close customer tickets in ServiceNow according to ticket requirements
• Ask probing questions, record data capture details and actions in 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 affect customers and operations
• Promote end-user satisfaction in adherence to performance metrics

Skills

Phone support

ServiceNow

Customer service

Mobile devices

Technical troubleshooting

Ticketing

Education

HS Diploma

AS Degree

Tools

ServiceNow

Job description

Welcome!

We are glad you are here. At Iron Bow, our mantra is What We Do Matters because of the tremendous impact every one of our employees has on our customers' mission-critical outcomes. Be sure to check on whether you're aligned with our company values and culture. If you think you can see yourself delivering an OUTRAGEOUS EXPERIENCE as a member of Iron Bow, then check out the below! 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: Friday - Monday 11am - 10pm (EST) Start Date: 1/16/24. 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, elevate 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 least
• one year
• previous help desk, technical call center, or IT 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 Certification will 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 REQUIREMENTSThis 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.

THE FINE PRINT

Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target.

Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.