Iron Bow Technologies

Iron Bow Technologies is seeking transitioning military members for a DoD SkillBridge Fellowship - Service Desk Tier I. This fellowship will focus on providing Tier I technical support to our nation's Veterans, including end-user initial setup, troubleshooting, and training of mobile devices within a video connection platform and application. Our most important qualification isn't technical, it’s the ability to consistently deliver world-class support and invigorating customer experiences in a mission driven organization.As a Tier I, you will have a strong passion for technology, particularly iOS and Android products. You have the ability to adapt to evolving products, software, and hardware. You have the tenacity to work with non-technical end-users until they truly become independent and able to perform basic device functions on their own.

What You’ll Do: • Learn how to answer incoming customer calls into the Tier 1 Help Desk• Create, update, and close customer tickets in ServiceNow• Ask probing questions, listen, and record data capture details and actions performed in all customer tickets• Ensure problem ownership, escalate issues through proper channels• Provide reassurance to end users when delivering solutions and diagnosing issues• Advise management of potential risks that may have impact on customer base and operating environment• Promote empathetic and effective solutions to non-technical users for complete customer satisfaction What We’re Looking For: • Passion for technology (especially iOS/Android)• Super customer service skills with patience and problem-solving abilities• Self-starter with strong team collaboration skills• Ability to obtain and maintain Public Trust Security Clearance• US Citizen, remote work capability, reliable attendance • Active military service member transitioning within 120 days - Cohorts start dates begin 4/7/25, 7/7/25 and 11/3/25 • HS Diploma required. AS Degree preferred • This is a remote position and requires proper internet and home office conditionsWhy You’ll Love It? • Hands-on training and mentorship within a fast-paced environment• Ability to assist fellow Veterans and their providers with getting and staying connected to Telehealth technologies and mobile applications.• Be a part of a rapidly growing, mission driven company with real growth opportunities• Iron Bow offers a chance to make an impact while advancing your career in a supportive dynamic environment