Call Center Analyst 3

Iron Bow Technologies; Herndon (VA); On-site; USD 30,000 - 33,000; Full time

Job summary

Iron Bow Technologies is seeking a Call Center Analyst 3 to support Prince William County DoIT centers. You will provide end-user setup, troubleshooting, and training for devices and applications, with remote support using ServiceNow/SCSM and SCCM.

Ideal candidates have 6+ years in Help Desk or IT operations, a strong customer-service mindset, and the ability to adapt to evolving tech. Travel up to 10% is possible.

Qualifications

• 6+ years experience supporting Help Desk or IT operations.
• Customer Service mindset in a tech context.
• Ability to adapt to evolving products, software, and processes.

Responsibilities

• Provide end-user setup, troubleshooting, and training for devices and apps.
• Offer telephone and remote support for field offices using ServiceNow/SCSM for ticketing and SCCM for remote tools.
• Troubleshoot and resolve incidents remotely; document all issues and adhere to SLAs.

Skills

Help Desk Experience

Customer Service

Remote Support

Ticketing Systems

ServiceNow

SCCM/SCSM

Windows 10

Education

Associate's degree in computer related field

Windows 10 / Office 365 or CompTIA certifications

Job description

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. It's The Iron Bow Way.

THE OPPORTUNITY

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 s 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.

HOW YOU'LL MAKE AN IMPACT

• You'll rely on experience and judgment to plan and accomplish goals, independently performing a variety of complicated tasks, a wide degree of creativity and latitude is expected.


• Providing telephone and remote support for various field offices utilizing Service Now/SCSM for ticketing and SCCM for remote tools.


• You'll perform troubleshooting and problem analysis to resolve incidents (remotely) with hardware and software.


• Communicate and elevate 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.

SKILLS THAT DRIVE SUCCESS

• High School +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 who can pass Prince William County background check


• 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.


• Able to obtain Windows 11 and Office 365 or CompTIA certification within 90 days of hire

WHAT SETS YOU APART

• 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

TRAVEL REQUIREMENTS

Up to 10% travel

WHY YOU'LL LOVE IT

• You will be part of a mission-critical team that directly impacts our ability to deliver competitive, compliant and innovative solutions to our customers.


• You will be a key contributor to Iron Bows'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.

COMPENSATION AND BENEFIT INFORMATION

The salary range for this position is $22.00 - $24.00/hour. 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.

Iron Bow Technologies reserves the right to fill this role at a different level, depending on qualifications and organizational priorities. This range represents only one component of Iron Bow's total compensation package. 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.