Tier 1 Help Desk Technician

Benefits and culture

Join a mission-critical team that directly influences our ability to deliver compliant, innovative solutions to our clients. You will be a key contributor to Iron Bow Technologies’ transformational approach to providing value for both customers and employees, working alongside professionals in a respectful, supportive culture that empowers you to grow.

Expect collaboration with passionate colleagues and a workplace where initiative is valued and opportunities to develop professionally are encouraged.

The Opportunity

The Tier 1 IT Help Desk Support Technician provides on-site end-user support at the DOJ-dedicated Call Center in Herndon, VA. You will deliver timely, accurate assistance and thorough documentation, maintaining a professional and friendly service mindset. This role requires a minimum of two years of experience and a high school diploma, with weekend shift possibilities.

Responsibilities

• Maintain a customer-first communication approach, actively engaging users to understand issues, performing initial triage, diagnosing causes, and delivering solutions.
• Join a team of professionals who welcome learning and growth opportunities.
• Strive for first-call resolution when possible, escalating incidents or requests that cannot be resolved at Tier 1 to the appropriate teams in a timely manner.
• Contribute across multiple support areas, offering ideas to improve solutions and identifying anomalies for updates to documented guidance.
• Support customer reporting initiatives and, with guidance from the Call Center Manager, share trends that benefit the entire team.
• Demonstrate a "can do" attitude and step in to help wherever needed.
• Support a Monday–Friday schedule with 1st and 2nd shifts; weekend flexibility is a plus.
• Be part of an established team of technicians dedicated to delivering positive customer experiences and collective success.
• Work onsite at the DOJ-dedicated Call Center in Herndon, VA, with occasional support at customer sites in Washington, DC.
• Perform other Help Desk and customer support duties as assigned.

Requirements

• Experience: 2+ years in a customer-focused Help Desk or IT Support role, with professionalism, attention to detail, and the ability to multitask.
• Communication: Excellent phone etiquette, clear verbal and written communication, and strong data-entry skills.
• ITSM Experience: Experience creating, updating, and resolving requests in Cherwell, ServiceNow, or similar systems, with detailed break-fix steps and resolution actions in line with ticketing standards.
• Technical Knowledge: Proficiency with Microsoft Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory, and iOS devices.
• Education: HS diploma required; higher education is a plus.
• Certifications: HDI CSR and MCP (or Google IT, or MS MD 100); if not held, commitment to obtain within 60 days of start date.
• Citizenship/Clearance: US Citizenship required and ability to obtain and maintain a Secret Clearance issued by the DOJ.
• Work Location: Onsite at the DOJ-dedicated Call Center in Herndon, VA.

Technologies

• Cherwell
• ServiceNow
• Microsoft Office family (Outlook, Word, PowerPoint, Excel)
• Exchange
• Active Directory
• iOS
• ACD

Compensation and Benefits

Salary range is $22.36-$24.04 per hour. This base pay range reflects the anticipated compensation for the role and may vary based on experience, skills, education, location, contract requirements, and business needs. Iron Bow Technologies reserves the right to adjust the level based on qualifications. A summary of benefits is available on our careers page.

Travel Requirements

Onsite at the Herndon, VA office with the ability to support local travel to Washington, DC, up to 20% of the time.

Equal Opportunity Employer

Iron Bow Technologies is an Equal Opportunity Employer. All employment decisions are based on relevant business considerations including operational needs and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, or pregnancy.