Call Center Analyst 1

Iron Bow Technologies•Manassas, VA

9h•Onsite

About The Position

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.

Requirements

Ability to troubleshoot and resolve basic technical issues.
Multi-tasking skills.
Excellent customer service and communication skills.
Empathy and being able to relate to the end-user.
Proven ability to follow processes and procedures accurately.
Attention to detail.
Team player with a positive attitude.
Able to pass a customer background check.
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.

Nice To Haves

Associate’s degree in computer related field.
CompTIA A+, Net+ or Security+.
Clean record to pass PWC Commercial and Police check.

Responsibilities

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.