Asset Admin

Iron Bow Technologies
United States, Virginia, Herndon
2303 Dulles Station Boulevard (Show on map)
Nov 18, 2024
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. Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way. Iron Bow Technologies is currently looking for an Asset Management Admin.The successful candidate will be responsible for providing first-tier support to our nation's veterans, consisting of just in time cellular carrier updates (activations, suspensions, deactivations), end-user assistance and coordination of mobile devices data plans with cellular carriers. This candidate will be responsible for the management of Assets via ServiceNow to ensure pertinent information is captured and updated in the system. In addition, this position will follow established Asset Management policies, procedures, and processes. Our most important qualification isn't technical, it's the ability to consistently deliver world-class support and invigorating customer experiences in a mission driven organization. As an Asset Management Admin, one must have the ability to adapt to evolving products, platforms, and hardware. You have the tenacity to work with different cellular carriers and/or non-technical end-users until issues are resolved and devices are functioning. THE HIGH LEVEL Asset Admin will be responsible for providing first-tier support to our nation's veterans, consisting of just in time cellular carrier updates (activations, suspensions, deactivations), end-user assistance and coordination of mobile devices and all VA telehealth assets. The Asset Admin will be responsible for the management of Assets via ServiceNow, NorthStar and Maximo to ensure pertinent information is captured and updated in the system. WHAT YOU'LL BE DOING Manage multiple dashboards (Internal and customer) to update data elements within SLAs. Configuring iPads with iPad Refresh Carts (iPRC) based on customer profiles and cellular needs Work in unison with multiple internal and external teams, including customers, cellular carriers, Tier 2 technicians, specialized reach-out/project teams. Perform basic research and follow-up on IT assets with the ability to work with multiple data sources. Acquire data from primary or secondary data sources and maintain databases/data systems Create, update, close manage customer tickets in ServiceNow ticketing system Do the troubleshooting and escalate as needed and ensure problem ownership Provide reassurance to end users when delivering solutions and diagnosing issues Advise management of potential risks that may have impact on customer base and operating environment Promote end-user satisfaction in adherence to established performance metrics Takes initiative to correct asset discrepancies based on knowledge of business rules Coordination of shipping telehealth devices while ensuring accurate inventory WHAT YOU BRING TO THE TABLE HS Diploma required. AS Degree preferred. Strong organizational and follow up skills Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer is required Strong Microsoft office skills Experience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phone Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology Ability to work successfully as part of a team Ability to keep sensitive and confidential material private Regular & reliable attendance required Problem-solving mindset with an initiative to drive improvement by detailed suggestions and/or research of tools and other efficiency gaining opportunities Strong oral and written communications Ability to work cross-functionally with multiple departments TRAVEL REQUIREMENTS Partial or day-long local excursions may be required at local facilities within metro area 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. #LI-PD1 OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT 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.