Call Center Analyst 3

Iron Bow Technologies•Manassas, VA

7d•Onsite

About The Position

Iron Bow Technologies is currently looking for a Call Center Analyst 3 to support Prince William County (PWC) Department of Information Technology (DoIT) centers. This role is responsible for providing customer-facing support consisting of end-user initial setup, troubleshooting, and training for devices of various sorts including connection and applications.

Requirements

6 years experience supporting Help Desk or IT operations
Strong passion for Customer Service in a technology context
Ability to adapt to evolving products, software, hardware, and processes as the organization practices continuous improvement initiatives
Have the customer empathy, patience, and tenacity to work with non-technical end-users until they truly become independent and able to perform basic device functions on their own
OS - Operating System Certification, MS Office Certification
US Citizen.
Knowledge of commonly used concepts, practices, and procedures within the Customer Service field.
Service Now & MS System Center Configuration Manager (SCSM) for ticketing and SCCM for remote tools.
Experience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phone.
Accountable, on-time, and available to take service desk calls at start of shift
Ability to work in a fast-paced, changing Customer Service-centric environment.

Nice To Haves

Associate’s degree in computer related field
Clean record to pass PWC Commercial and Police Check
Live within Prince William County
Windows 10 and Office 365 certifications or CompTIA certifications
Able to obtain Windows 11 and Office 365 certifications or Security+CE within 90 days of hire

Responsibilities

Providing telephone and remote support for various field offices utilizing Service Now/SCSM for ticketing and SCCM for remote tools.
Perform troubleshooting and problem analysis to resolve incidents (remotely) with hardware and software.
Communicate and escalate technical issues that cannot be resolved at the service desk to desk side technicians or solver groups.
Accurately and thoroughly document all incidents in the tracking system; determine priority based on problem information and documented guidelines and sound judgement.
Ensure adherence to SLAs.
Promote a positive culture of good communications, customer care and shared technical expertise.
Provide monitoring support of systems in the NOC.