Tier 1 Help Desk Technician

Iron Bow Technologies is seeking a full-time on-site Tier 1 Help Desk Technician to support end users from our Herndon, VA office. The role centers on responsive service desk engagement, basic IT administration, and hands-on assistance to keep devices and accounts running smoothly for staff.

Responsibilities

• Handle incoming requests from service desk tickets, phone, walk-ins, and email with professionalism and timeliness
• Troubleshoot and resolve issues across hardware, software, network, printing, VPN, Microsoft 365, password and account access, and mobile devices
• Support desktops, laptops, tablets, phones, printers, and related peripherals
• Escalate complex incidents to senior IT staff or external vendors when necessary
• Configure and deploy laptops, desktops, mobile devices, and printers
• Perform imaging, software installations, workstation setup, and device refresh activities
• Maintain asset inventory records and assist with device lifecycle management
• Assist with onboarding and offboarding, including technology provisioning and account setup
• Create, modify, disable, and maintain user accounts and permissions in Active Directory and Microsoft 365
• Support MFA enrollment, cybersecurity awareness efforts, and enforce IT security policies
• Identify and report suspicious activity, phishing attempts, or security concerns
• Communicate technical information clearly to non-technical users
• Provide end-user guidance and training on Microsoft 365, collaboration tools, and internal applications
• Create and maintain knowledge base articles, user guides, and technical documentation
• Help manage user expectations during outages, maintenance windows, and service interruptions
• Foster a positive team environment with a customer-first mindset

Requirements

• 1–2 years of experience in an IT help desk or technical support setting
• Strong troubleshooting skills across hardware, software, mobile devices, and Microsoft technologies
• Experience supporting Microsoft 365, Active Directory, VPN connectivity, and account administration
• Familiarity with ticketing systems and service desk operations
• Excellent verbal and written communication with solid customer service abilities
• Ability to prioritize tasks, multitask effectively, and remain composed in high-volume support environments
• Strong attention to detail and commitment to issue resolution and follow-through
• Ability to explain technical concepts in user-friendly language

Technologies

• Microsoft 365
• Active Directory
• VPN

The Opportunity

We are looking for a full-time onsite Tier 1 Help Desk Technician to deliver end-user technical support and customer service in a fast-paced setting.

The ideal candidate is customer-focused, technically adept, and committed to delivering prompt IT support while helping users resolve issues efficiently and professionally.

The role supports daily IT operations by responding to service desk requests, troubleshooting hardware and software issues, assisting with device deployments, and aiding with user account administration and security support.

The successful candidate will bring strong communication skills, a collaborative mindset, and a willingness to learn and grow within the organization.

Travel

This onsite position is based at the Herndon, VA office, with local travel to the Washington DC area up to 20% of the time.

Why You’ll Love It

• Join a mission-critical team that directly influences how we deliver competitive, compliant, and innovative solutions to customers
• Play a key role in Iron Bow's transformational approach to delivering value to both customers and employees
• Work alongside dedicated professionals in a culture that respects, supports, and empowerment

Compensation and Benefits

Salary ranges from $22 to $27 per hour. This range reflects base pay and may vary based on experience, skills, education, location, contract requirements, and business needs.

Equal Opportunity Employer Commitment

Iron Bow Technologies is an Equal Opportunity Employer dedicated to a work environment free of discrimination and harassment. Employment decisions are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, or other protected characteristics.