Veteran-Focused IT Help Desk Specialist (Tier I)

Iron Bow Technologies; New York (NY); Presencial; USD 45 000 - 62 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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

Conhecimentos

Phone support

ServiceNow

Customer service

Mobile devices

Technical troubleshooting

Ticketing

Formação académica

HS Diploma

AS Degree

Ferramentas

ServiceNow

Descrição da oferta de emprego

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.