Help Desk Analyst I — End-User IT Support

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

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Paid time off

Job summary

Iron Bow Technologies is seeking a Call Center Analyst I to deliver first-line technical support to Prince William County employees. You’ll log service requests, follow established procedures, and escalate complex issues while maintaining a focus on customer satisfaction.

The role emphasizes reliable help desk services, professional communication, and teamwork to improve operational continuity for county operations.

Qualifications

• High School diploma and up to 2 years’ experience.
• Ability to troubleshoot and resolve basic technical issues.
• Strong customer service and communication skills.

Responsibilities

• Provide first-line technical support via phone, email, or Microsoft Teams.
• Escalate incidents not resolvable at first level per SLAs.
• Update users on incident status and resolution progress.
• Perform proactive maintenance like patching and updates on workstations.
• Deliver excellent customer service with a positive attitude.
• Collaborate with team to share knowledge and resolve issues.

Skills

Customer Service

Troubleshooting

Multi-tasking

Communication

Empathy

Team Player

Follow SOPs

Education

High School diploma

Associate’s degree in computer-related field

CompTIA A+ / Net+ / Security+

Job description

Iron Bow Technologies is seeking a Call Center Analyst I to deliver first-line technical support to Prince William County employees. You’ll log service requests, follow established procedures, and escalate complex issues while maintaining a focus on customer satisfaction.

The role emphasizes reliable help desk services, professional communication, and teamwork to improve operational continuity for county operations.