Tier III Help Desk Engineer

We are glad you are here.

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because what we do matters!

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.

Does this speak to you? If you think you can see yourself delivering an exceptional experience as a member of Iron Bow, then please continue reading.

DOES THIS SOUND LIKE YOU?

• Master of your domain: You've been successful in leading Service Desk support within the DoD space.
• Results oriented: You are results-oriented and understand the importance of IT as it relates to your customers. You are driven to achieve program initiatives within dynamic customer environments.

THE HIGH LEVEL

The Tier III Help Desk Engineer will provide support to the Defense Health Agency while also directly supervising Tier I and II Help Desk Technicians in support of DHA custom applications. This expert is the final escalation point for service desk incidents and is responsible for working on more advanced tasks than the other technicians. Location: DC - Virginia

WHAT YOU'LL BE DOING

• Provide escalated support for issues which cannot be resolved by Tier 2
• Process/product re-engineering work
• Support customer end users and internal Tier I & Tier II technicians by troubleshooting application, environment configuration, database, UI/UX or other issues. Quickly drive identification of root cause and designs a permanent solution as needed.
• Open, track and close trouble tickets escalated by Tier I and Tier II technicians; track ticket activity escalated to other external work groups ensuring problem ownership and promoting end-user satisfaction
• Proactively evaluate ticket activity to detect trends related to chronic technical issues, owns the formal parent ticket event process consisting of analysis, reporting and resolution of root cause issues
• Conduct active monitoring of client applications, works with back end development teams on issue detection and resolution
• Provide Incident Management duties due to issue escalation from high or critical issues or outages. Support other resolution teams providing issue management, testing results, additional monitoring, stakeholder notifications and any other processes or duties as required until the issue is resolved.
• Assist with the design, implementation, management of internal monitoring tools, that will be used to support business decisions
• Participate in afterhours maintenance & upgrade activities consisting of validation testing and working with backend development teams to report, track and resolve issues
• Consolidate and aggregate data from disparate systems to provide intelligence that proactively addresses application performance and utilization concerns
• Develop robust reporting performance analysis from various performance reports for internal and external distribution
• Provides ongoing technical leadership and mentorship to all members of the Service Desk Team
• Work with department leadership to suggest, enact and deploy new processes and procedures
• Assists Service Desk Trainer by creating support documentation and Knowledge Base articles
• Participate in the technical screening and interviewing of Service Desk candidates
• Provide regular and ad hoc reports as required by external and internal leadership
• Participate in operations improvement projects
• 3 - 12hr shifts: 6am - 6pm or 6pm - 6am
• Participation in on-call rotation required

WHAT YOU BRING TO THE TABLE

• Bachelor's degree preferred 7 years of experience with the most recent being at the Tier 3 Support Level (i.e. Systems Administrator/Network Administrator equivalent)
• Security CE or equivalent IAT II certification preferred
• CCENT/ CCNA desired
• ITIL V4 Foundations certification preferred
• Experience in the installation, configuration, use and advanced troubleshooting of mobile and desktop devices
• Demonstrated experience with monitoring tools such as AppDynamics, SolarWinds, Vyopta,
• Demonstrated proficiency analyzing log files and standard debugging concepts and able to identify patterns or trends
• Experience engaging with and managing 3rd party vendor support interactions
• Experience in determining and documenting Root Cause Analysis cases
• Experience in on-call support - either scheduled or frequent ad-hoc engagements
• Prior service military or knowledge of military agencies and veteran community helpful
• Active Secret security clearance preferred
• US Citizen

TRAVEL REQUIREMENTS

There is no travel required for this position.

WHY YOU'LL LOVE IT

• Be instrumental in designing something new. Bring your expertise and make this opportunity uniquely yours.
• Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success.

THE FINE PRINT

Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.

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