Job Description

iWorks Corporation, founded in 2005, is a leading provider of information technology and professional services to the federal government. We are a recognized leader in personnel security and vetting solutions, Agile, DevOps, DevSecOps, data analytics, and cloud solutions. Our continuous process improvement approach, combined with our business and technology expertise, results in innovative solutions. We're a company people like working for and with. Our staff recognized iWorks as Washington Post Top Workplace for three years, including 2018.

WHAT DO YOU BRING TO THE TABLE?

You are someone who:

• Manages priorities in a dynamic, changing environment
• Resolves problems with innovative solutions
• Has excellent communication skills (written and interpersonal)
• Manages people and projects by delegating tasks effectively
• Is comfortable presenting information to others professionally
• Has the proven ability to train others
• Can work and communicate across various teams to achieve a goal
• Takes advantage of growth and learning opportunities
• Volunteers to lead and contribute to the growth of the organization

WHAT DO WE BRING TO THE TABLE?

We want to put you in a position to lead and mentor. We let you apply your refined skills and expertise by way of teaching and leading members of your team. With us, you have the opportunity to fast track your path to management and supervisory roles. We give you the freedom to generate new ideas and solutions and make your mark by implementing them. Bottomline: We value your experience and encourage you to grow into leadership roles by contributing to various innovation and growth activities.

We want our employees to be happy, and we've accomplished that. Check out our rating on Glassdoor or consult our place on the Washington Post Top Places to Work if you'd like proof! Work life balance is important to you, and it's important to us. We offer telework options to help navigate your busy schedule or commute. Speaking of getting outside, we run Step Challenges throughout the year to make sure you have time away from your desk and get some fresh air!

We offer exceptional comprehensive benefits (Medical, Dental, Vision, Life and Disability); 401(k); Profit Sharing; Health and Wellness Benefits; and Paid Sick Time, Vacation Time, and Holiday Time. You're eligible for bonuses throughout the year as part of our incentive program for innovation, and business development. All employees are also considered for an annual raise, commensurate with performance and company commitment.

Find us on Facebook and Twitter to see more into our company culture!

WHAT YOU'LL DO ON A DAILY BASIS

The Technical Support - End User is the hands-on technician that dispatches to customers in their duty station for in-person support to, and maintenance of, hardware, software, networking, and other computer-related technologies such as iPhones and multi-functional devices. The practitioner is responsible for installing Windows hardware and software, diagnosing abnormalities with customers' equipment, repairing, maintaining, and upgrading hardware and equipment. Technicians are responsible for escalating issues outside the team's expertise to the appropriate specialist support group.

ROLE DESCRIPTION:

• Provide excellent, in-person services to IT users
• Repair and maintain hardware, software, networking, and other computer-related technologies
• Set-up, operate, and troubleshoot audio and video teleconferencing equipment
• Troubleshoot the end user's issue and resolve upon first contact, when possible.
• Install hardware and software, to include equipment moves and hardware relocations
• Provide "how to" assistance on all internally supported devices, applications and systems
• Escalate issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements and follow up on incidents when appropriate.
• Accurately record and document all details of customer issues or service request, including categorization and priority into the IT service desk tool
• Mentor and train new team members
• Support the EUS Team lead with escalations, major incident management, and customer communications

ADDITIONAL SKILLS

• Previous service desk experience
• Excellent customer service skills
• Strong troubleshooting skills
• Experience imaging desktops and laptops using SCCM
• iPhone administration and management
• Troubleshooting experience with hardware or software customer services
• Ability to learn new technology and applications
• Solid written and verbal communication skills
• Strong time management skills
• Mature and self-motivated professional able to work in a fast-paced and constantly changing environment

MINIMUM REQUIREMENTS

• 1+ years working in a similar role
• Secret Clearance
• Security+ Certification

FLSA & EMPLOYMENT STATUS_:_ FLSA EXEMPT AND FULL-TIME POSITION

iWorks Corporation is an Equal Employment Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, Veteran status, sexual orientation, or other protected characteristic.