Iron Bow is looking for a Senior IT Service Technician to join the Internal Management Information Systems team and assist the Manager performing the following tasks.

Responsibilities:

• The lead is responsible for assigning helpdesk tickets, reporting to management, quality assurance, and metrics gathering using the ITSM reporting tools
• Effectively communicate issues/maintenance notifications to the internal IT team and our customers
• Incident/Problem management and handling ticket escalation as appropriate to the various teams
• Triage tickets for critical work stoppage issues
• Develop SOPs for incident triage / escalation / handling processes
• Leading a team of T1/T2 systems administrators
• Create and manage SLA’s for IT Services to document improvements in incident management
• Liaison between Helpdesk staff and Tier 3 / engineering teams
• Interface with customers and other functional groups as necessary for resolution and escalate issues accordingly
• Installation, Configuration, and Support of client hardware/software systems/tools/applications
• End user technical onboarding / orientation and training
• Deploying client workstations using corporate imaging tool
• Deploying client patches/software using corporate software deployment capabilities
• Coordinate escalations with appropriate vendors
• Create and maintain user training documentation and knowledge base articles
• Update and maintain CMDB and asset tagging
• Support the team performing audits of corporate assets, policies, and procedures
• Perform Hardware/Software assessment to support our internal projects as well as our customers’ needs
• Manage enterprise Active Directory/Exchange Online accounts for employee permissions and on/off boarding

Requirements:

• Degree in a relevant field preferred or equivalent relevant experience in IT support.
• Network+, A+ or Security+ preferred.
• Must have 5-7 years of experience in an IT helpdesk environment
• Ability to use tools such as Microsoft Office and ServiceNOW, to communicate and present ideas, information, and reports to customers and management.
• Proven leadership experience managing personnel across multiple functional task areas.
• Experience providing supervisory oversight and coordinating tasks with internal and external customers
• Excellent verbal and written communication skills

Travel

10% Travel – some local travel to DC metro offices for support and customer interactions

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.