Field Technician 2

Iron Bow Technologies is currently looking for a Field Technician 2 (FT) whowill be responsible for providing customer-facing support consisting of end-user initial setup, troubleshooting, and training for devices of various sorts including connection and applications. Our most important qualification isn't technical, it's the ability to consistently deliver world-class Customer support and empowering our customers to then deliver critical services to Prince William County (PWC) - Department of Information Technology (DoIT) serves PWC's residents, business, visitors, and local government agencies through four separate quadrants of government.

As a DoIT team member, you must have a strong passion for Customer Service in a technological context. You should have the ability to adapt to evolving products, software, hardware, and processes as the organization practices continuous improvement initiatives. You should have empathy, patience, and tenacity to work with non-technical end-users until they truly become independent and able to perform basic device functions on their own.

WHAT YOU'LL BE DOING

• Perform on-site work primarily at Manassas and Woodbridge, VA (Department of Information Technology Headquarters).
• Provide in-person support at any of 70+ County locations as needed, including police stations, fire stations, health clinics, parks, libraries, and other facilities.
• Remote work may be permitted based on weather conditions or special circumstances (e.g., public health emergencies).
• The work schedule hours are 8:30 AM to 5:30 PM, Monday through Friday.
• Participate in a rotating on-call schedule to provide after-hours support as required.
• Prepare and image new computers for deployment.
• Perform hardware refreshes and coordinate the disposal of end-of-life equipment in compliance with County policies.
• Provide timely and effective technical assistance to end-users for a wide range of hardware and software issues.
• Identify, research, and resolve technical problems, escalating as necessary.
• Document, track, and monitor incidents and service requests to ensure prompt resolution and customer satisfaction.
• Communicate accurate and useful status updates to users and management.
• Perform preventive maintenance and repair on computers, printers, and related equipment.
• Diagnose issues and replace worn or broken parts, making necessary technical adjustments.
• Support the deployment and maintenance of shared software, including operating systems, configuration management tools, and application development/testing tools.
• Work effectively both independently and as part of a team.
• Demonstrate strong written and verbal communication skills when interacting with users and colleagues.
• Train users on IT systems and best practices as needed.
• Stay current with emerging technologies and diagnostic tools.
• Utilize reference materials and diagnostic aids to resolve technical issues efficiently.
• Accurately manage and report time spent on all assigned activities and projects.

WHAT YOU BRING TO THE TABLE

• HS + 4-6 years previous ITI software/hardware technician experience
• Required - Operating System Certification, MS Office Certification
• Desired - CompTIA A+, Microsoft Certified Solutions Associate on Windows 10
• Strong communication skills.
• Has knowledge of commonly used concepts, practices, and procedures within the Customer Service field.
• Ability to lift up to 50lbs repeatedly during the work day
• Experience providing for various field offices utilizing Service Now & MS System Center Configuration Manager (SCSM) for ticketing and SCCM for remote tools. Experience working in technical support environments via ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer.
• US Citizen; ability to pass additional PWC Police Background investigation.
• Be accountable, on-time, and available to take service desk calls at start of shift. Regular, reliable attendance is required.
• Ability to work in a fast-paced, changing Customer Service-centric environment.

TRAVEL REQUIREMENTS

• Frequent local travel around the County using Iron Bow provided vans & POV (reimbursed for miles/gas)

WHY YOU'LL LOVE IT

• 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.
• Work in a close knit environment with a long, healthy relationship to Iron Bow

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