Help Desk Technician Opportunity Iron Bow Technologies has an immediate need for an experienced IT Support / Help Desk Technician (Tier 1) interested in a permanent opportunity in Chantilly, VA The Tier I support team serves as the single point of contact to answer phone calls, web request and emails for ~3,000 end users. The Support Team handles approximately 4,000 tickets a month and is expected to open incidents, work orders or service request records using a ticketing system for all calls, emails, voicemails and web requests Position Responsibilities Provide help-desk / technical support for local and off-site users Manage and monitor problem tickets, analyze incidents and determine support required Apply diagnostic techniques to identify problem, investigate cause and recommend solution Maintain database utilizing ticketing system of calls and messages requesting assistance Maintain and monitor incident records in system and provide assistance towards achieving resolution when reviewing incident records Provide feedback on issues for team knowledge database Document IT requests in tracking system, record actions and follow up on deferred actions Keep customers informed of progress and status of calls/tickets throughout resolution Collaborate with customers and co-workers to diagnose and resolve problems Troubleshoot, analyze, resolve, track, escalate and document technical problems Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate Resolve customer issues within 20 minute timeframe or escalate for resolution (Tier 1, Tier 2, Account Administration, Mobile Support, Asset Management, AV support, etc.) Respond to and diagnose problems through discussions with users using problem recognition, research, isolation and resolution steps Provide assistance and participate on new project(s) testing and deployment/delivery Respond to users in friendly and professional manner, ensuring all responses given are technically accurate, documented, updated and closed per SLA s Candidate Experience Requirements A minimum 2 years experience in a Help Desk / IT Support role is required Sound knowledge of computer hardware/software, mobile devices, operating systems and networking related technologies is required Knowledge of MS Office Suite (Outlook, Word, PowerPoint, Excel), MS Exchange, Active Directory and mobile devices (Android) Excellent verbal and written communication skills, phone etiquette, data entry Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism at all times Candidates who possess their MCP (Microsoft Certified Professional), CompTIA A+ and/or HDI certifications are preferred ( OR able to obtain within 6 months of hire) Must have AS Degree (or higher) in IT or related field to be considered Flexible M-F schedule, occasional Saturday-Sunday on rotating basis Candidates must be able to obtain a Public Trust Clearance (US Citizenship required)