Technical IT Support Technician I

Who We Are

Known for being a Best Place to Work and a People First company, IronArch Technology is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) specializing in providing innovative solutions and world class services to Federal Government clients.

Our employees have voted us as a 'Best Place to Work' 9 times and we are an INC 5000 recipient for being one of the fastest growing businesses in the United States.

Our Values: People First, Servant Leadership, Deliver and Inspire Excellence, Do the right thing!

What You'll Do

IronArch is seeking a detail-oriented and customer-focused Technical IT Support Technician to provide Tier 1 technical support for a federal software support contract serving the Department of Veterans Affairs (VA). This role is part of a larger effort to modernize digital tools and services across VA programs, improving efficiency and access for end users nationwide.

As a Tier 1 technician, you will be the first point of contact for VA personnel encountering technical issues. You'll support incident intake, perform basic troubleshooting, and ensure smooth routing of more complex issues to higher support tiers. Your work will directly enhance the user experience by supporting reliable access to VA's enterprise software tools.

This is an ideal opportunity for someone passionate about service delivery, interested in federal technology environments, and skilled in using ticketing systems such as ServiceNow or Jira. This position supports a mission-critical effort to improve digital access and reliability for Veterans and VA staff across the country. You will play a key role in enabling consistent, high-quality support that aligns with the Department's service delivery goals.

Key Responsibilities

• Monitor and respond to user-submitted tickets through ServiceNow and Jira
• Provide initial triage and resolve common issues related to access, account setup, and navigation
• Follow documented procedures and Service Level Agreements (SLAs) for timely response and escalation
• Gather relevant technical details, document error conditions, and apply known solutions using support scripts and SOPs
• Flag patterns or high-frequency issues for team review and process improvement
• Support user account provisioning, deactivation, and role modifications across enterprise tools
• Work with Tier 2 teams on access-related escalations or system-level authentication issues
• Log incident details and resolution steps in the ticketing system to ensure traceability
• Provide feedback to improve support documentation and identify training opportunities based on user interactions
• Collaborate with Tier 2 and Tier 3 teams on unresolved issues
• Ensure escalated tickets include complete and accurate diagnostic information to streamline resolution

• Public Trust Clearance or higher (ability to obtain and maintain required background investigation)

Preferred Experience

• 2-3 years in a technical support, help desk, or customer service role.
• Experience using ticket tracking systems such as ServiceNow or Jira.
• Familiarity with Tiered Support models and basic troubleshooting workflows.
• Strong communication and interpersonal skills for end-user interaction.
• Knowledge of general IT support principles, including access control and application navigation.
• Prior support experience within a federal agency environment.
• Understanding of Service Level Agreements and structured escalation procedures.
• Exposure to DevSecOps tools, cloud platforms, or enterprise IT ecosystems.
• Familiarity with VA systems or compliance frameworks such as FedRAMP or NIST (a plus, not required).

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Why IronArch Technology?

• Awarded Best Place to Work 9 times!
• Competitive compensation and market-leading bonus opportunities
• Medical, dental and vision benefits where a significant portion of the premium is subsidized by IronArch. For qualifying high deductible health plans, IronArch also contributes towards a Health Reimbursement Account to cover eligible medical expenses
• Company-provided healthcare concierge assistance to help explain your coverage in plain language; help you find, choose, and schedule quality care; and address billing, benefit, or claims concerns, potentially saving hours of your time
• 401(k) retirement plan where the company contributes dollar for dollar up to 3 percent, and 50 cents on the dollar for the 4th and 5th percent with immediate entry and immediate vesting
• 20 days of PTO accumulated per calendar year
• 11paid holidays
• Bereavement, jury duty, parental (maternity/paternity/adoption), and military leaves
• Sabbatical programs
• Company-paid short- and long-term disability
• Company-paid life insurance
• Voluntary life, accidental and indemnity income replacement benefits
• Professional development reimbursement
• Health club reimbursement
• Matching donation program and annual philanthropic activities
• Pet insurance
• And more!

Apply today to learn why IronArch Technology has been recognized as "Best Place to Work" for 9 years!

IronArch Technology is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

In alignment with applicable state and local pay transparency laws, IronArch includes a salary range in our job descriptions to support equity and transparency in our hiring process. The compensation range provided reflects what we reasonably expect to offer for this role, with the final offer determined by a variety of factors including skills, experience, and scope of responsibilities.