Application Services Support Tech

Welcome to Iron Bow's career page. 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?

Results oriented: You are results-oriented strive to attain desired goals, to include time-committed deliverables, and willing to adapt strategies, methods, realigning competing priorities that ensure successful outcomes.

Collaboration skills: You embrace the concept of a positive team spirit and are the role model for instilling team-wide collaboration. You leverage the strength and expertise of your team members to efficiently accomplish work, promote the sharing of best practices, and practice a feedback loop that promotes continuous improvement.

THE HIGH LEVEL

Iron Bow Technologies is seeking an experienced Application Services Support Tier 2 Technician to support an existing, long time Federal Government customer, the Department of Justice (DOJ). Our Application Services Tier 2 Technician will join a team Application Services Technicians who provide application services, assistance, and guidance to DOJ's Civil Division (CIV) attorneys and staff. This Team is the face of CIV providing customer consultation and support on available technologies and software. The right person for this position will have a passion for customer service and learning new technologies. This position is currently hybrid with at 2-days per week onsite and remaining days remote. Full time onsite is an option too, if preferred.

WHAT YOU'LL BE DOING

The Application Services Support Tier 2 Technician will consistently have a "customer first" voice when communicating with the customers telephonically, through the ticket tracking system, and email. Other responsibilities include:

• Excellent verbal and written communication skills, phone etiquette, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task, and adjust focus when higher priority support requests arrive
• Receive and resolve customer support requests related to litigation support tools
• Take incoming calls from the DOJ customers, bringing that customer-first voice while generating a support ticket in the ticketing system with actions taken, and assist with monitoring the incoming ticket queue when needed
• Assist end users with tool/system access/login requests, with latency issues, with use of DOJ-approved tools, and providing guidance for improved workflow when using DOJ tools/applications that help the customer improve their efficiency.
• Strive to consistently meet established service level agreement performance metrics
• Escalate user support requests/issues to external support teams when appropriate - interact with DOJ end users and other contractor staff to diagnose and resolve customer support requests
• Create and maintain technical documentation, such as step-by-step tip sheets, application manuals, process/workflow, and assist with input and review of related training materials
• Support DOJ Civil Online Relativity Application (CORA) users through account creation and granting access via adding them to specified user groups, and issue two factor authentication via Okta to CORA users
• Gather necessary data for customer's two-factor authentication, submit to appropriate POC for procurement, then provide to customer

WHAT YOU BRING TO THE TABLE

• At least four (4) years previous help desk, technical call center, or IT service desk experience providing customer support, preferably in an environment that followed performance metrics, and preferably with experience supporting executive VP/VIP levels and their assistants
• Experience providing user support for attorneys and/or supporting areas related to litigation is highly preferred
• Experience working in an environment with a formal ACD and help desk ticketing platforms, documenting notes real-time while engaged with the customer and after the phone call
• Experience creating user accounts and granting users access to customer software
• Experience with two factor authentication: gathering requirements / issuing to users
• Experience with the MS Office Suite (Outlook, Word, PowerPoint, Excel,Teams).
• Experience / working knowledge with CaseMap, TextMap, TimeMap, and/or Everlaw is preferred
• Knowledge with Relativity eDiscovery software is a must, experience with Relativity eDiscovery software and/or Civil Online Relativity Application (CORA) is highly preferred
• Experience with TrialDirector presentation software is preferred
• Ability to hold/maintain an active Secret clearance - an existing clearance is preferred, will also consider a candidate who does not hold but is confident they can obtain.
• Associate degree, or higher, in IT or a related field, an additional 4 years of experience may be considered in lieu of the degree
• CCSP (Certified Customer Service Professional) or HDI-CSR (Help Desk International Customer Service Rep, and R1RP (Relativity One Reviewer Pro) are required - already hold or commit to obtain within 6-months of start.

TRAVEL REQUIREMENTS

There are no travel requirements outside the DC metro area.

WHY YOU'LL LOVE IT

• Be a leader in providing the highest level of customer experience excellence in a fast passed and exciting environment and a role model for team members.
• 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.