Call Center Analyst 1 at Iron Bow Technologies in Manassas, Virginia, United States

Job description

• A Call Center Analyst I supporting Prince William County at Iron Bow Technologies provides first-line technical assistance to county employees, resolving routine IT issues and accurately logging all service requests. They follow established troubleshooting procedures, escalate complex incidents as needed, and ensure timely, customer-focused support. This role helps maintain smooth county operations by delivering reliable and efficient help desk services.

Responsibilities

• You are the first line of support to provide basic end-user technical support via phone, email, or Microsoft Teams.
• User account management (password reset, account unlocks, assigning permissions)
• Escalating incidents that cannot be resolved to the next level of support in line with service level agreements (SLAs)
• Updating users on the status of their incident or service request.
• Providing proactive maintenance workstations as appropriate, for example, ensuring security patches are installed, and applications are up to date.
• Provide excellent customer service and maintaining a positive attitude.
• Collaborating with team members to share knowledge and best practices for resolving customer issues.

Requirements

• High School diploma and up to 2 years' experience
• Ticket Handling
• Operating Systems Devices
• Customer Service
• You have the ability to troubleshoot and resolve basic technical issues.
• Your multi-tasking skills are top notch!
• Excellent customer service and communication skills.
• Empathy and being able to relate to the end-user.
• Proven ability to follow processes and procedures accurately.
• Your attention to detail is impressive.
• You are a team player with a positive attitude.
• You are able to pass a customer background check
• You are able to obtain a Windows 10 and Office 365 or CompTIA certification within 90 days of hire
• Previous experience in a customer service or technical support role is a plus.
• US Citizen and ability to pass PWC background check (commercial/ Police)
• Associate’s degree in computer related field
• CompTIA A+, Net+ or Security+
• Clean record to pass PWC Commercial and Police check

Skills

Required

• Ticket Handling
• Operating Systems Devices
• Customer Service
• Multi-tasking skills
• Attention to detail
• Team player with a positive attitude

Preferred

• CompTIA A+, Net+ or Security+

Benefits

• You will be part of a company that is growing quickly and values your voice, ideas, and experience
• You will be a key contributor to Iron Bow’s transformational shift in how we deliver value to both customers and employees.
• You will have the pleasure of working with passionate professionals in a culture that fosters a workplace where everyone feels respected, supported and empowered to succeed.
• The salary range for this position is $18.00 - $19.23/hr. 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.
• At Iron Bow, we invest in our people and their success. We offer a comprehensive benefits package that may include medical, dental, and vision coverage, a 401(k) plan, paid time off, and additional wellness and financial benefits. An overview of our benefits is available on our careers page.