Help Desk Analyst I: First-Line IT Support

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

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.