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.

TRAVEL REQUIREMENTS

• This position has a strong preference for candidates based in the greater Washington, D.C. area and may require 10% local travel at times (inter-office) as well as traveling to support the regional offices.

• Consistently having a “customer first” voice when communicating with the customers in person, telephonically, through the ticketing system, and email
• Answering customer calls into help desk, creating customer tickets in ServiceNow
• Monitoring incoming ticket queue during assigned queue management window
• Advise management of potential risks that may have an impact on the customer
• Create, update and resolve customer tickets with detailed break-fix steps and resolutions in ServiceNow, and according to defined ticket compliance requirements
• Coordinating logistics and conduct the movement of assets and equipment to various client’s facilities when needed
• Working with VIPs, providing a “white glove” service where necessary
• Provide support with account setup, software installation, printer installation and imaging laptops
• Providing onsite deskside support as well as phone-based support, troubleshooting for hardware and software support
• Escalate incidents and requests to appropriate support level, 3rd parties or team where appropriate level of discussion of issues with colleagues will be conducted
• Install, monitor, troubleshoot, replace and support desktop infrastructure, end user equipment (printers, multi-function devices/multi-function device consumables, mobile devices, scanners, etc.), local and wide area networks, data storage systems, AD, and third-party software
• Assist with, and participate on, new project(s) testing and deployment/delivery
• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escort
• Be aware of established performance metrics and strive to consistently meet them
• Schedule and facilitate customer facing training as required
• Contribute to development of knowledge articles