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Service Desk Technician - Military veterans preferred

2019-01-03
Ironbow (www.ironbow.com)
Engineering

/yr

  full-time   part-time   employee   contract


Chantilly
Virginia
United States

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 position is 1st shift Tuesday through Friday and 2nd shift on Saturday (potential remote work on Saturdays after a period of time)

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.
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.
Additional duties as assigned.

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 in the installation, configuration, use and troubleshooting of computers and related equipment in a professional environment.
Clear, concise oral and written communications.
Interpersonal communication and de-escalation skills
Detailed oriented
Experience supporting Cisco videoconferencing equipment, desired.
Experience supporting tablet and/or 4G issues a plus.
CompTIA A+, Security +, or proven equivalent work experience desired
Current CCNA certification a plus.
Regular and reliable attendance is required
Must be U.S. Citizen and able to obtain a NACI Clearance

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