The Tier I level support team will serve as the single point of contact to answer phone calls, web request and emails for 2,700 Civil Division end users. The Tier I Support Team will handle approximately 4,000 tickets a month, shall open incidents, work orders or service request records using a ticketing system for all calls, emails, voice mails, and web requests. Shift is Monday - Friday, 8:00 am - 4:30pm with occasional rotating weekends / holidays.
Provide phone, email, and help-desk support for local and off-site users.
Manage and monitor problem ticket treads. Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Maintain a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance.
Maintain and monitor all incidents records within the ticketing system and provide assistance in their resolution when reviewing incident records.
Provide feedback on issues for the team’s knowledge database.
Document customer requests in call tracking system and record the action(s) taken and follow up on deferred actions.
Recite a Civil Division supplied greeting when they pick up the phone.
Keep customers informed of progress and status of calls/tickets.
Interact with customers and co-workers to diagnose and resolve problems.
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems.
Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate.
Resolve all customer calls/issues within 20 minutes timeframe or escalate the call or ticket to the appropriate queue/group for resolution (Tier 1, Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, and Audio Visual Support).
Respond to and diagnose problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps.
Provide assistance and participate on new project(s) testing and deployment/delivery.
Follow prescribed guidelines and official Standard Operating Procedures.
Ensure all staff respond to customers in a friendly and professional manner, ensure that all responses given are technically accurate, document, update and close tickets according to the SLAs.
AS Degree in Information Technology or related field, desired
Minimum 2 years Help Desk Call Agent experience
Must be able to obtain a Public Trust Clearance
Basic knowledge of computer hardware, mobile devices, operating systems and network related technologies
Basic knowledge of MS Office Suite of software products (Outlook, Word, PowerPoint, Excel), MS Exchange, Active Directory and mobile devices (Android)
Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task
MCP (Microsoft Certified Professional) or CompTIA A+, HDI certification desired
Flexible Schedule Monday through Friday 8:00am – 8:00pm; Occasional Saturday-Sunday/Holiday 10:00am-6:00pm that will be scheduled on a rotational basis
Must have regular and reliable in office attendance.
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.