Service Desk Technician - 2nd Shift
Iron Bow Technologies is currently looking for a Service Desk Technician to work in our Chantilly, VA facility. The candidate will be responsible for providing first-tier maintenance and support for the daily operation of our client's Video Teleconferencing and associated IP-enabled medical and networking systems. The primary function of this position will be to diagnose, troubleshoot and resolve customer issues. Excellent follow-up and communication skills are essential. This is for the second shift and hours are 2:00pm - 11:00pm, Thursday to Monday Responsibilities Responsible for providing telephone support to end-user community on complex hardware, software and network related problems, questions and use. Provide first tier resolution over the telephone by diagnosing, troubleshooting and attempting problem reproduction to classify nature, level, and priority of problems. Open, track, and close trouble tickets; ensure problem ownership and promote end-user satisfaction; track activities of field engineers to whom escalated tickets were assigned. When necessary, dispatch field engineers from appropriate client and/or vendor technical support organizations. Escalate issue to internal Tier II or III resources as needed. Provide regular and ad hoc reports to customers as required. Must have a wide range of skills and knowledge in computer hardware and software as well as networking systems and their application in a complex medical environment. Ability to prioritize new and existing customer issues, along with assigned project responsibilities is essential. Ability to communicate ideas in both technical and user-friendly language Ability to absorb and retain information quickly. Highly self-motivated and directed, with keen attention to detail. Ability to prioritize and execute tasks in a pressure environment. Ability to working in a team-oriented, collaborative environment. Regular and reliable attendance required. Additional duties as assigned. Role will require24x7x365 on call support rotated amongst current team members Must be able to work from 2:00pm - 11:00pm Qualifications Associate Degree or proven equivalent work experience. 1-3 years of related experience providing technical support for external customers, with elements of hardware, software, and network support. Experience supporting Cisco videoconferencing equipment. Experience in the installation, configuration, use and troubleshooting of computers and related equipment in a professional environment. CompTIA A+, Security +, or proven equivalent work experience. Current CCNA certification a plus. Clear, concise oral and written communications. Must be US Citizen. 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.