Help Desk Analyst I — First-Line IT Support

Dr. Mylissa's Medical Boutique; Herndon, Northern (VA, KY); On-site; USD 25,000 - 28,000; Full time

Job summary

Iron Bow Technologies is seeking a Call Center Analyst I to provide first-line technical assistance to Prince William County employees, logging service requests and following established procedures. You will escalate complex incidents and ensure timely, customer-focused support to maintain smooth county operations.

The role requires a High School diploma with up to 2 years of experience, strong communication, and the ability to obtain a Windows 10/Office 365 or CompTIA certification within 90

Qualifications

• High School diploma with up to 2 years of experience.
• Ability to troubleshoot and resolve basic technical issues.
• Excellent customer service and communication skills.
• Empathy and ability to relate to end-users.
• Proven ability to follow processes and maintain attention to detail.

Responsibilities

• First line of support via phone, email, or Teams.
• Manage user accounts (password reset, unlocks, permissions).
• Escalate incidents per SLAs and communicate status updates.
• Perform proactive maintenance on workstations (patches, updates).
• Deliver reliable, customer-focused help desk support and collaborate with team.

Skills

Ticket Handling

Operating Systems

Customer Service

End-user Support

Troubleshooting

Communication

Multi-tasking

Detail-Orientation

Team Player

Background Check

Windows 10/Office 365

Education

High School diploma

Associates degree in computer field

Tools

CompTIA A+

Net+

Security+

Job description

Iron Bow Technologies is seeking a Call Center Analyst I to provide first-line technical assistance to Prince William County employees, logging service requests and following established procedures. You will escalate complex incidents and ensure timely, customer-focused support to maintain smooth county operations.

The role requires a High School diploma with up to 2 years of experience, strong communication, and the ability to obtain a Windows 10/Office 365 or CompTIA certification within 90