Tier 1 Help Desk Technician

2+ Years HDI-CSR or Google IT None 20% local

THE OPPORTUNITY

We are seeking a full-time, onsite Tier 1 Help Desk Technician to provide end-user technical support and customer service in a fast-paced environment. The ideal candidate is customer-focused, technically driven, and passionate about delivering responsive IT support while helping end users resolve technical issues efficiently and professionally.

This role will support daily IT operations by responding to service desk requests, troubleshooting hardware and software issues, supporting device deployments, and assisting 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.

HOW YOU'LL MAKE AN IMPACT

• Respond to service desk tickets, phone calls, walk-ins, and email requests in a timely and professional manner
• Troubleshoot and resolve hardware, software, network, printing, VPN, Microsoft 365, password, account access, and mobile device issues
• Support desktops, laptops, tablets, phones, printers, and other peripherals
• Escalate complex incidents and unresolved issues to senior IT staff or external vendors as needed
• Configure and deploy laptops, desktops, mobile devices, and printers
• Perform imaging, software installations, workstation setup, and equipment refresh activities
• Maintain asset inventory records and assist with device lifecycle management
• Support onboarding and offboarding activities, including technology provisioning and account setup
• Create, modify, disable, and maintain user accounts and permissions within Active Directory and Microsoft 365
• Assist with MFA enrollment, cybersecurity awareness efforts, and enforcement of 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
• Contribute to a positive team environment with a strong customer-first mindset

SKILLS THAT DRIVE SUCCESS

• 1-2 years of experience in an IT Help Desk or technical support environment
• 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 skills with strong 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

WHAT SETSYOU APART

• A proactive, team-oriented attitude with a willingness to learn and grow professionally
• Strong customer service mindset and commitment to delivering a positive end-user experience
• Experience supporting onboarding/offboarding processes and device lifecycle management
• Familiarity with cybersecurity best practices and identifying/reporting suspicious activity
• Experience creating user documentation, quick-reference guides, or knowledge base articles
• Ability to adapt quickly and support a wide range of technologies and user needs

TRAVEL REQUIREMENTS

This position requires candidates to be onsite at our Herndon VA office, and able to support local travel, Washington DC, up to 20%.

WHY YOU'LL LOVE IT

• You will be part of a mission-critical team that directly impacts our ability to deliver competitive, compliant and innovative solutions to our customers.
• You will be a key contributor to Iron Bow's transformational shift in how we deliver value to both customers and employees.
• You will have the pleasure of working with passionate professionals in a culture that fosters a workplace where everyone feels respected, supported and empowered to succeed.

Compensation and Benefit Information:

The salary range for this position is $22-27/hr. This range reflects the anticipated base pay for the position and is not a guarantee of final compensation. Actual compensation will be determined based on factors including experience, skills, education, location, contract requirements, and business needs.

Iron Bow Technologies reserves the right to fill this role at a different level, depending on qualifications and organizational priorities. This range represents only one component of Iron Bow's total compensation package. An overview of our benefits is available on our careers page.

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