Field Technician 1

THE HIGH LEVEL

Iron Bow Technologies is currently looking for a Field Technician 2 (FT) will 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 BRING TO THE TABLE:

• 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.

Note: This position may require travel between various County locations. A valid driver's license and reliable transportation are required.

WHAT YOU BRING TO THE TABLE:

• HS + 1-3 years previous IT software/hardware technician experience
• Required - Operating System Certification, MS Office Certification
• Desired - CompTIA A+ CE, CompTIA Security+ CE
• US Citizen.
• Ability to pass a PWC Police Background investigation.
• Demonstrated experience providing technical support across multiple field offices, utilizing ServiceNow and Microsoft System Center Configuration Manager (SCCM) for ticket management and remote troubleshooting.
• Be accountable, on-time, and available to take service desk calls at start of shift. Regular, reliable attendance is required.
• The ability to work in a fast-paced, changing Customer Service-centric environment

WHY YOU'LL LOVE IT!

• 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.
• At Iron Bow, you're not just another employee - you're a valued part of a collaborative team that's making a real impact in the space of technology. You'll have the opportunity to work on meaningful projects that support the commonwealth, all while growing your skills and career in a supportive, innovative environment. We truly invest in our people, and it shows in the way we work, lead, and succeed together.

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