Call Center Analyst 1

FailSafe Communications; Manassas (VA); On-site; USD 25,000 - 26,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

401(k) plan

Paid time off

Job summary

Iron Bow Technologies in Manassas, VA, United States is seeking a Call Center Analyst I to provide first-line IT support to county employees. You will log service requests, follow troubleshooting procedures, and escalate complex incidents while delivering timely, customer-focused help desk assistance.

Requirements include a high school diploma with up to 2 years of experience, strong communication skills, and the ability to obtain Windows 10/Office 365 certifications within 90 days.

Qualifications

• High School diploma and up to 2 years' experience.
• Ability to handle tickets and document actions clearly.
• Familiar with Windows 10, Office 365, and basic IT concepts.
• Strong customer service and communication skills.
• Ability to troubleshoot and resolve basic technical issues.

Responsibilities

• First line of support via phone, email, or Teams.
• Manage user accounts (password resets, unlocks).
• Escalate unresolved incidents per SLAs.
• Update users on incident status.
• Perform proactive maintenance like patching and updates.
• Deliver excellent customer service and collaborate with team.

Skills

Ticket Handling

Operating Systems

Customer Service

Troubleshooting

Multitasking

Education

Associates degree

CompTIA A+

Net+ or Security+

Tools

Windows 10

Office 365

Job description

Manassas, Virginia, United States

Position Title: Call Center Analyst 1

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because \"What we do matters\"!

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. Its The Iron Bow Way.

THE OPPORTUNITY

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, escape 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.

HOW YOU'LL MAKE AN IMPACT

• 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.

SKILLS THAT DRIVE SUCCESS

• 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)

WHAT SETS YOU APART

• Associates degree in computer related field
• CompTIA A+, Net+ or Security+
• Clean record to pass PWC Commercial and Police check

WHY YOULL LOVE IT

• 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 Bows 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.

Compensation and Benefit Information:

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.

OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT

Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law.Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.