Field Technician 1

Ironbow; Manassas, Northern (VA, KY); Hybrid; USD 60,174,000 - 68,770,000; Full time

Job summary

Iron Bow Technologies is seeking a Field Technician 1 to deliver hands-on end-user setup, troubleshooting, and training across devices. You will empower DoIT customers in Prince William County by providing friendly, patient support and guiding non-technical users to independence.

The role emphasizes adaptability to evolving software/hardware, strong customer service, and clear communication, with on-site work at multiple county facilities and potential after-hours coverage.

Qualifications

• Strong customer service focus in a tech context.
• Ability to adapt to evolving products, software, hardware, and processes.
• Empathy, patience and tenacity to help non-technical end-users.

Responsibilities

• Perform on-site work primarily at Manassas and Woodbridge, VA.
• Provide in-person support at county locations including police stations, fire stations, clinics, parks and libraries.
• Participate in a rotating on-call schedule for after-hours support.
• Prepare and image new computers for deployment.
• Perform hardware refreshes and disposal in compliance with county policies.
• Provide timely technical assistance for hardware/software issues.
• Identify, research, and resolve technical problems; escalate when needed.
• Document, track and monitor incidents and service requests for resolution.

Skills

High School Diploma

Customer service

Technical troubleshooting

Communication & active listening

Education

Associate’s degree in computer related field

CompTIA A+/Net+/Security+

Tools

Office 365

Windows 11

Job description

Iron Bow Technologies is for people who believe trust is paramount , transformation is embraced , and the future is here , because \"What we do matters !"

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people , long standing partnerships , and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. It’s The Iron Bow Way.

THE OPPORTUNITY

Iron Bow Technologies is currently looking for a Field Technician 1 (FT) will be responsible for providing customer-facing support consisting of end-user initial setup, troubleshooting, and training for devices of various sorts including connection and applications. Our most important qualification isn't technical, it’s the ability to consistently deliver world-class Customer support and empowering our customers to then deliver critical services to Prince William County (PWC) – Department of Information Technology (DoIT) serves PWC’s residents, business, visitors, and local government agencies through four separate quadrants of government.

As a DoIT team member, you must have a strong passion for Customer Service in a technological context. You should have the ability to adapt to evolving products, software, hardware, and processes as the organization practices continuous improvement initiatives. You should have empathy, patience, and tenacity to work with non-technical end-users until they truly become independent and able to perform basic device functions on their own.

HOW YOU'LL MAKE AN IMPACT

• Perform on-site work primarily at Manassas and Woodbridge, VA (Department of Information Technology Headquarters).
• Provide in-person support at any of 70+ County locations as needed, including police stations, fire stations, health clinics, parks, libraries, and other facilities.
• Participate in a rotating on-call schedule to provide after-hours support as required.
• Prepare and image new computers for deployment.
• Perform hardware refreshes and coordinate the disposal of end-of-life equipment in compliance with County policies.
• Provide timely and effective technical assistance to end-users for a wide range of hardware and software issues.
• Identify, research, and resolve technical problems, escalating as necessary.
• Document, track, and monitor incidents and service requests to ensure prompt resolution and customer satisfaction.
• Communicate accurate and useful status updates to users and management.
• Perform preventive maintenance and repair on computers, printers, and related equipment.

SKILLS THAT DRIVE SUCCESS

• HS + up to 3 three years experience
• CompTIA certifications or an Office 365 and Windows 11 within 90 days of hire
• Technical Troubleshooting & Problem Solving - Ability to diagnose and resolve basic end-user technical issues efficiently using standard procedures, tools, and knowledge bases to resolve customers issues in a timely fashion.
• Customer Service Excellence -Ability to deliver friendly, patient, and professional support while maintaining a positive attitude, building rapport, managing expectations to ensure users feel supported throughout the process.
• Communication & Active Listening -Ability to clearly explain technical information in a user-friendly manner byasking clarifying questions, confirming information and providing timely feedback while getting to the root of the problem.

WHAT SETS YOU APART

• Associate’s degree in computer related field
• CompTIA A+, Net+ or Security+
• Clean record to pass PWC Commercial and Police check

WHY YOU'LL LOVE IT!

• You will be part of a company that is growing quickly and values your voice, ideas, and experience
• You will be a key contributor to Iron Bows’ transformational shift in how we deliver value to both customers and employees.
• You will have the pleasure of working with passionate professionals in a culture that fosters a workplace where everyone feels respected, supported and empowered to succeed.

COMPENSATION AND BENEFIT INFORMATION

The salary range for this position is $21.00 - $24.00. This range reflects the anticipated base pay for the position and is not a guarantee of final compensation. Actual compensation will be determined based on factors including experience, skills, education, location, contract requirements, and business needs.

Iron Bow Technologies reserves the right to fill this role at a different level, depending on qualifications and organizational priorities. This range represents only one component of Iron Bow’s total compensation package. An overview of our benefits is available on our careers page.

OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT

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.

Join the Iron Bow team to learn, grow and develop yourself, our customers and, ultimately, our business.