Call Center Analyst 1

Iron Bow Technologies • Manassas, VA

1d

About The Position

THE HIGH LEVEL 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. WHAT YOU’LL BE DOING You are the first line of support to provide basic end-user technical support via phone, email, or Microsoft Teams.

Requirements

• HS + 0-2 years' experience in a call center or IT environment. You can substitute education for experience.
• 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

Nice To Haves

• Previous experience in a customer service or technical support role is a plus.
• We’d love it if you had your CompTIA A+ certification.

Responsibilities

• 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.

Benefits

• Be part of an inclusive team that encourages development and growth in your IT career.
• Grow your skillset of troubleshooting, critical thinking, customer service skills and comfort with speaking to everyone in the business, from the CIO to an intern.
• You will learn how to deliver helpdesk magic!
• Efficiently managing incidents while giving the best customer service possible and playing a direct role in customer success.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees