Sr. Help Desk Technician/ IT Asset Management

THE HIGH LEVEL

The Senior Helpdesk Technician plays a key role in supporting and coordinating IT deployment activities in partnership with the Inventory Team. This role focuses on ensuring the accuracy and efficiency of processes such as asset imaging, retrieval, data wiping, returns, and order fulfillment. The technician is also responsible for maintaining the integrity of IT asset management systems and contributing to the continuous improvement of deployment workflows in a remote support environment.

WHAT YOU'LL BE DOING

• Coordinate with the Inventory Team to process and verify order fulfillment remotely.
• Oversee and support endpoint deployment activities by coordinating with the Inventory Team, including scheduling and tracking progress.
• Facilitate communication with the Inventory Team regarding incoming shipments and logistics, ensuring proper tracking and documentation.
• Collaborate with technical and support teams to continuously improve deployment and support processes.
• Report regularly to the Inventory Team and relevant stakeholders on deployment progress and any issues requiring attention.
• Coordinate deployment tasks remotely, such as imaging, prepping, asset retrieval, data wiping, and returns, ensuring all actions are tracked and aligned with process standards.
• Work closely with the SCCM team to ensure deployment images are accurate and include all necessary software/configurations, with department approvals obtained. Ensure deployment activities are properly recorded in the IT Asset Management System (ITAM).
• Monitor compliance with SLA targets, quality standards, and productivity goals for deployment activities.
• Coordinate remote quality assurance processes for imaged devices, ensuring configurations meet specified requirements. Support testing of endpoint software, hardware standards, and deployment workflows.
• Provide virtual support for deployment activities across all WMATA locations.
• Perform other remote duties as required within the scope of the role.

WHAT YOU BRING TO THE TABLE

• You have over two years of experience in customer support, demonstrating a strong commitment to helping users resolve issues efficiently and professionally.
• You have at least two years of experience managing or coordinating inventory processes, with a strong understanding of digital tracking and documentation.
• You are familiar with IT ticketing systems such as Maximo and CA Service Desk, and you have hands-on experience supporting environments running Windows 10.
• You possess an associate's degree, providing a solid foundation for your technical and support-related responsibilities.
• You are known for taking ownership of your work and being accountable for outcomes, especially in collaborative or cross-functional environments.
• You have a strong technical background, enabling you to understand and communicate effectively about infrastructure, systems, and deployment environments.

TRAVEL REQUIREMENTS

• No travel is expected for this position, and it will be 100% remote.

WHY YOU'LL LOVE IT

• You enjoy coordinating behind the scenes to keep complex technical processes running smoothly and take pride in clear communication and follow-through.
• You thrive in a collaborative, remote environment where you can work across teams to solve problems and improve workflows without needing to be physically on-site.
• You're detail-oriented, self-motivated, and find satisfaction in ensuring that systems, documentation, and deployments are accurate, efficient, and well-supported.
• Iron Bow is rapidly growing and with growth comes opportunity for all.There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success.

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