Field Technician 1

Iron Bow Technologies is currently looking for a Field Technician 1 (FT) to support Prince William County (PWC) Department of Information Technology (DoIT) centers. Prince William County's estimated population is approximately 480,000. PWC is the second-largest county in the Commonwealth of Virginia, supporting a staff of 6000 and 480,000 residents. DoIT is transitioning to a hybrid model IT service delivery (“Customer Service and Experience Hub”) where County employees and Contract resources work together to provide traditional service desk responsibilities and monitor Network and Security Operations management systems.

The successful candidate 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 – 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 technology 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 the customer 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.

Work Environment:

• Work is performed on-site at two physical locations, Manassas (primary) and Woodbridge, VA (DoIT HQ). For FT, work may include in-person support tasks at any of 70 County locations on an infrequent basis, including but not limited to police stations, fire stations, health clinics, parks, libraries, and the like. Remote work is situational based on weather and other situations such as COVID-19 response policy.
• Field Technicians support PWC from 7AM to 11PM and on-call during off-hours.

Responsibilities:

• Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
• Prepare new computers for deployment (imaging).
• Process refreshes of new computers.
• Dispose computers.
• Provide technical assistance to computer system users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge.
• Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.
• Skill in the use and support of personal computers, in the use of applicable programs and systems, and in troubleshooting information systems. Ability to operate information technology systems, to communicate effectively, and to train others.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Strong communication skills.
• Implements shared software, such as operating systems, configuration management tools, application and development tools, and testing tools.
• Communicates accurate and useful status updates.
• Manages and reports time spent on all work activities.
• Ability to work in a team environment or solo.
• Ability to provide on-call support on a rotational basis.
• Ability to drive to multiple locations around the county and carry small IT items up to larger items such as printers, plotters, and larger displays which may require two-person lift around offices & to-from cargo vehicles.

Requirements:

• 1-3 years previous IT software/hardware technician experience. 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.
• Windows 10 and Office 365 certifications required within 90 days of hire
• Desired - Comptia A , Microsoft Certified Solutions Associate on Windows 10
• US Citizen
• Ability to pass a 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.
  

This position and continued employment with Iron Bow Technologies is contingent upon providing documentation of being fully vaccinated for Covid-19 or you must provide documentation to Iron Bow Human Resources supporting a bona fide request for Religious or a Medical Accommodation.

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.

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