Tier 2 Help Desk Technician

DOES THIS SOUND LIKE YOU?

• Empathy is the ability to understand and care for others' feelings and experiences. Empathy is crucial for the role of a help desk technician because the role is truly one of servicing costumers/end-users and the ability to reassure them that their specific problem is understood. When communicating with customers it is paramount to have this quality, otherwise, they leave customers feeling concerned about how seriously their issue is being handled.
• Communication is key while working in a help desk role. Technicians are under obligation to speak with multiple individuals including clients, their fellow team members, and management. A person with lackluster communication will most likely fail at this job. technician's communication style should be clear enough that everyone understands exactly what they mean. They must explain a problem without missing important details. This applies to both written and oral communication. In the absence of clear communication, the possibility of failing a project or getting into trouble with a client is very high.
• Ability to follow processes, procedures, and work instructions to ensure consistent high-quality customer experiences.

THE HIGH LEVEL

The IT Help Desk Technician Tier 2 role entails installing devices on a network, troubleshooting equipment issues that may be either software, hardware, or network based. You consistently maintain a calm composure and be customer-focused while troubleshooting and solving issues with sometimes frustrated end-users that may have a limited understanding of technology. Our candidate strives to deliver end-user satisfaction that results in positive customer feedback.

WHAT YOU'LL BE DOING

• Consistently have a "customer first" voice when communicating with the customers in person, telephonically, through the ticketing system, and email
• Answer customer calls into the Help Desk, create customer tickets in ServiceNow
• Tracks the number of work stoppage tickets across service desk tiers and review trends year over year to identify reductions in work stoppage as a result of service desk efficiencies as a back-up to Technical Support Lead
• Provides advanced technical advice and guidance on installation, adaptation, configuration of hardware and software components
• Assist in developing continuous process improvement for support tools, troubleshooting techniques
• Determine the effectiveness of known solutions for the reported problem and apply these solutions as required as well as serves an escalation point for encumbrances
• 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 resolution actions in ServiceNow, and according to defined ticket compliance requirements
• Coordinate the logistics and conduct the movement of assets and equipment to various client's facilities when needed
• Work with VIPs, providing a "white glove" service where necessary
• Provide support with account setup, software installation, printer installation and imaging laptops
• Provide on-site desk-side support, phone support, troubleshooting for hardware and software support
• Escalate incidents and requests to appropriate support level, third parties or other teams 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
• Maintain organized and orderly technical workspaces and storage rooms/areas
• The candidate we seek will be focused on professional growth opportunities and willing to accept and support additional responsibilities that will help in professional growth - for example, taking on the role of Technical Support Lead or Asset Manager, or to fill in when the manager is on leave.
• You've been responsible for creating, updating, and resolving customer tickets with detailed break-fix steps and resolution actions in ServiceNow or similar ticket systems, according to defined ticket compliance requirements.
• You have vast experience escalating incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted
• At least three (3) years previous help desk, technical call center, or IT service desk experience providing customer support, preferably in an environment that follows performance metrics
• Demonstrated 3 years of documented Senior technical experience in a Help Desk, Call Center or Service Desk environment
• Exhibited a working aptitude in help desk ticketing platforms, documenting ticket notes following desk side support, and real-time while engaged with the customer on the phone
• Experience tracking customer assets in a formal asset management tracking system is preferred
• Knowledge in most or all the following: Google Mail, Google Suite, iOS, Windows, network and local printers
• Having JAMF knowledge/certification and/or a Microsoft certification would be a plus

TRAVEL REQUIREMENTS

This position has a strong preference for candidates based in the greater Washington, D.C. metropolitan area and may require 10% travel.

WHY YOU'LL LOVE IT

• Be a part of a team that is supporting history. Bring your expertise and make this opportunity uniquely yours.
• Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success.