Who We Are

Known for being a Best Place to Work and a People First company, IronArch Technology is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) specializing in providing innovative solutions and world class services to Federal Government clients.

Our employees have voted us as a 'Best Place to Work' 8 times and we are an INC 5000 recipient for being one of the fastest growing businesses in the United States.

Our Values: People First, Servant Leadership, Deliver and Inspire Excellence, Do the right thing!

What You’ll Do
In this role, you will provide help desk support to a large-scale DevSecOps development organization, specifically focused on DevSecOps tools. Under the guidance of a customer success team lead, you will triage and resolve Tier I and II help desk tickets and collaborate with your team lead to escalate Tier III and IV tickets as needed. As a key team member, you will initiate customer support workflows and ensure compliance with Help Desk response time SLAs. You will also be expected to expand your knowledge of supported DevSecOps tools and the organization’s policies and procedures, enabling you to improve response times, resolution times, and the overall customer experience.

Primary Responsibilities:

• Prior experience supporting a centralized help desk serving multiple project teams.
• Proficiency in troubleshooting hardware and software issues across various platforms and DevSecOps tools.
• Ability to follow and recommend updates to Help Desk job aids, knowledge base articles, or other reference guides.
• Familiarity with ticketing systems and remote support tools.
• Excellent verbal and written communication skills to facilitate clear and effective problem-solving discussions.
• Strong teamwork skills with the ability to collaborate effectively within a team environment.
• Capability to manage multiple tickets, meet SLAs, and escalate issues as necessary.