Junior IronCare Engineer – Swing Shift

Iron Bow Technologies

. Serve as a frontline point of contact by responding to incoming customer calls and emails through the support queue .

Posted 11/4/2026full-timeRemote • United StatesJunior💰 $45,000 - $55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills and technical troubleshooting abilities while effectively communicating with non-technical users. Proficient in using ServiceNow for ticket management and maintaining documentation for internal processes.

Highest-signal resume keywords

Customer Service SkillsTechnical TroubleshootingServiceNow ProficiencyDocumentation SkillsEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingTicket ManagementInformation GatheringPassword ResetsKnowledge-Base Documentation

Soft Skills

Verbal CommunicationWritten CommunicationAttention to DetailTeam CollaborationCustomer-Focused Mindset

Tools & Technologies

ServiceNowIT Service Management

Certifications & Qualifications

Public Trust ClearanceSecret-Level Clearance

Industry Keywords

Customer SupportHelp DeskService DeskTechnical SupportCompliance Requirements

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Serve as a frontline point of contact by responding to incoming customer calls and emails through the support queue
Deliver high-level customer service to internal and external customers
Create, update, document, and close customer tickets in ServiceNow according to ticketing and compliance requirements
Ask effective questions, gather relevant information, and document troubleshooting steps and actions taken
Own customer issues and escalate them through appropriate channels when additional support is needed
Perform basic technical troubleshooting and information gathering
Support user moves, adds, changes, and deletes
Assist with information requests, password resets, and call-quality issue triage
Create, maintain, and follow knowledge-base documentation for customer issues and internal processes
Communicate technical information clearly to non-technical users
Keep customers informed and supported throughout the resolution process
Build technical experience while supporting customers and learning from the Managed Services team

Requirements

What you’ll need

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
Ability to ask probing questions, listen effectively, and gather information needed to troubleshoot issues
Ability to remain calm, professional, and customer-focused with frustrated end users
Strong documentation, note-taking, and attention-to-detail skills
Ability to follow established processes and defined requirements
Dependable and accountable; 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
Previous experience in a customer-facing help desk, service desk, technical support, or similar environment
Familiarity with ServiceNow or another IT service management/ticketing platform
Swing shift availability: Monday–Friday, 12–9pm EST

Benefits

Comp & perks

Base salary range of $45,000–$55,000 per year
Benefits overview available on the careers page
Opportunity to build hands-on technical experience
Learning and professional growth opportunities
Exposure to customer support, troubleshooting, ServiceNow, documentation, and managed services operations
Collaborative team environment