The contractor shall provide qualified staff to perform the Desk-side Support services for the entire Civil Division to perform duties that include troubleshooting and resolving IT issues related to hardware and software, performing ticket documentation and quality assurance checks of assigned tickets. The contractor shall provide advanced service support & service delivery functions, follow procedures, support customer IT needs via remote access and desk-side support. The contractor shall perform installation of hardware and software, and solve other IT-related issues. Responsibilities: Provide 2nd level escalation support to the Tier 1 Help Desk. Provide remote and on-site troubleshooting for hardware and software support. Resolve Call Center Tech Support tickets and provide desk-side support to the rest of the client's customers. Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software. Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system. Work with VIPs, providing a white glove service where necessary. Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors. Reassign or 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. Track all work, inventory, and projects using a ticketing system Provide assistance and participate on new project(s) testing and deployment/delivery. Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets. Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort. Participate in project deployment. Provide input and update knowledge base as necessary. Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed. Maintain an organized resource/hardware furnished storage room(s). Document, update and close tickets according to defined service level agreement requirements. Required: Have a Bachelor s degree in IT or closely related field. Minimum 4 years experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants. Clearance: Must be able to obtain Position of Trust / Moderate Risk Background Investigation MCP (Microsoft Certified Professional) or other similar active Microsoft certification, and CompTIA A+. Knowledge of Microsoft Management Console tools, specifically Active Directory (AD) for user and computers, thin client, terminal services and Virtual Desktop Infrastructure (VMWare VDI). Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes. Experience preferred of VMWare, VOIP, Ticket tracking system, and Office 365. 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. Ability to work individually and within a team environment with little supervision. 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.