United States - Remote

Position Title: Jr. IronCare Engineer- Swing Shift

THE OPPORTUNITY

Iron Bow Technologies is seeking a Junior IronCare Engineer to join our growing Managed Services team. In this role, you will provide frontline technical support to several key customers while helping ensure a positive customer experience throughout the support lifecycle. You will be responsible for responding to customer requests, triaging support tickets, gathering information, performing basic troubleshooting, supporting end-user setup, and completing user moves, adds, changes, and deletes. This is a great opportunity for someone who has a passion for technology, enjoys solving problems, and wants to build their career in IT. Youll work in a fast-paced, customer-focused environment where strong communication, attention to detail, and a willingness to learn are essential.

This position is for the Swing Shift (Mon- Fri 12-9pm EST)

HOW YOU'LL MAKE AN IMPACT

• Serve as a frontline point of contact by responding to incoming customer calls and emails through the support queue.
• Deliver a high level of customer service to both internal and external customers.
• Create, update, document, and close customer tickets in ServiceNow in accordance with established ticketing and compliance requirements.
• Ask effective questions, gather relevant information, and accurately document troubleshooting steps and actions taken.
• Take ownership of customer issues and escalate them through the appropriate channels when additional support is needed.
• Perform basic technical troubleshooting and information gathering to help identify and resolve customer issues.
• Support user moves, adds, changes, and deletes.
• Assist with customer requests including information requests, password resets, and triaging call quality issues.
• Create, maintain, and follow knowledge base documentation for customer issues and internal processes.
• Communicate technical information clearly and effectively to non-technical users.
• Help ensure customers remain informed and supported throughout the resolution process.

SKILLS THAT DRIVE SUCCESS

• High school diploma required; advanced degree preferred.
• Demonstrated interest and aptitude in IT, technology, and troubleshooting.
• Strong verbal and written communication skills with a customer-service mindset.
• Excellent customer service skills and a strong commitment to delivering a positive customer experience.
• Ability to ask probing questions, listen effectively, and gather the information needed to troubleshoot an issue.
• Ability to remain calm, professional, and customer-focused when assisting frustrated end users who may have limited technical knowledge.
• Strong documentation, note-taking, and attention-to-detail skills.
• Ability to follow established processes and execute against defined requirements.
• Dependable and accountable, with the ability to be available and ready to support service desk calls at the start of the assigned shift.
• Ability to work effectively as part of a team.
• Ability to appropriately handle sensitive and confidential information.
• U.S. citizenship required.
• Ability to obtain a Public Trust or Secret-level government clearance.

WHAT SETS YOU APART

• Previous experience working in a customer-facing help desk, service desk, technical support, or similar environment.
• Familiarity with ServiceNow or another IT service management/ticketing platform.
• You genuinely enjoy troubleshooting and figuring out why something isnt working.
• You understand that providing great technical support is as much about the customer experience as it is about solving the technical problem.
• You take ownership of issues and follow through rather than simply passing a problem along.
• You are curious, eager to learn, and looking for an opportunity to grow your technical skills and build a career in IT.

WHY YOU'LL LOVE IT!

COMPENSATION AND BENEFIT INFORMATION

The salary range for this position is $45,000-55,000/yr. This range reflects the anticipated base pay for the position and is not a guarantee of final compensation. Actual compensation will be determined based on factors including experience, skills, education, location, contract requirements, and business needs.

Iron Bow Technologies reserves the right to fill this role at a different level, depending on qualifications and organizational priorities. This range represents only one component of Iron Bows total compensation package. An overview of our benefits is available on our careers page.