Iron Bow Technologies is looking for a Tier 2 Help Desk Specialist providing Application Services support, assistance, and guidance to join our team in supporting an existing, long time Federal Government customer, the Department of Justice (DOJ).

This position is currently 100% remote. This position is expected to move to a hybrid on-site (Herndon, VA)/remote in the summer of 2023.

Responsibilities :

• Consistently have a “customer first” voice when communicating with the customers telephonically, through the ticket tracking system, and email
• 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 requirements, tools and/or hardware
• Assist end users with use of DOJ-approved tools, such as providing guidance for improved workflow when using DOJ tools/applications
• Escalate user support requests/issues to external support teams when appropriate - Interact with DOJ end users and other staff to diagnose and resolve customer support requests
• Document customer requests in the ticketing system (Cherwell), record actions taken and provide follow up
• Assist with monitoring the incoming ticket queue when needed
• Interact with DOJ end users and other contractor staff to diagnose and resolve problems tickets.
• Create and maintain technical documentation, such as step-by-step tip sheets, application manuals, process/workflow
• Details, and provide input for training manuals
• Assist users in gaining access to all supported litigation support software in accordance established service level agreement performance metrics and strive to consistently meet them
• Gather requirements for two-factor authentication, submit to appropriate POC for procurement, and issue users two-factor authentication
• 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 mechanisms to CORA users
• Provide troubleshooting support e.g., site access issues, login issues, Relativity viewer installation or issues, latency questions

Qualifications :

• At least four 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
• AS degree in IT or a related field, an additional 4 years of experience may be considered in lieu of the degree
• Experience providing user support for attorneys and/or supporting areas related to litigation
• Experience working in help desk ticketing platforms, documenting ticket notes following user support, and real-time while engaged with the customer on the phone
• Experience creating user accounts and granting users access to customer software
• Experience with two factor authentication mechanisms: gathering requirements / issuing to users
• Experience / working knowledge with CaseMap, TextMap, TimeMap, and/or Everlaw
• 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
• Experience with the MS Office Suite of software products (Outlook, Word, PowerPoint, Excel).
• Experience / working knowledge with Active Directory (AD)
• Proficient knowledge of the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• US Citizen with ability to obtain a Public Trust Clearance

Certifications :

• Relativity One Reviewer Pro (R1RP), or obtain within 3 months of hire
• Help Desk Institute Customer Service Representative (HDI-CRR), or obtain within 6 months of hire

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.