Help Desk Analyst I — First-Line IT Support

Dormont Manufacturing Co; United States; On-site; USD 24,796 - 26,491; Full time

Benefits offered by this job

Medical/dental/vision coverage

401(k) plan

Paid time off

Wellness benefits

Job summary

Iron Bow Technologies seeks a Call Center Analyst I to deliver frontline IT support for Prince William County. You will resolve routine issues, log service requests, and follow established troubleshooting steps while logging progress and working with a team to maintain smooth operations.

The role emphasizes customer service, basic technical skills, and the ability to pass background checks. Growth opportunities and a supportive team culture are highlighted.

Qualifications

• High School diploma or equivalent with up to 2 years’ experience.
• Ability to pass a customer background check.
• Willing to obtain Windows 10 and Office 365 or CompTIA cert within 90 days of hire.
• Experience in customer service or technical support is a plus.

Responsibilities

• First line support via phone, email, or Teams for end users.
• Manage user accounts: password resets, unlocks, permissions.
• Escalate unresolved incidents per SLAs.
• Provide timely updates on incident status.
• Perform proactive maintenance and patching of workstations.
• Deliver excellent customer service and maintain a positive attitude.
• Collaborate with teammates to share knowledge and resolve issues.

Skills

Ticket Handling

Operating Systems

Customer Service

Troubleshooting

Multitasking

Communication

Empathy

Attention to detail

Team player

Background check

Certifications within 90 days

US Citizenship

Education

High School diploma

Associate’s degree in computer related field

CompTIA A+, Net+ or Security+

Tools

Windows 10

Office 365

Job description

Iron Bow Technologies seeks a Call Center Analyst I to deliver frontline IT support for Prince William County. You will resolve routine issues, log service requests, and follow established troubleshooting steps while logging progress and working with a team to maintain smooth operations.

The role emphasizes customer service, basic technical skills, and the ability to pass background checks. Growth opportunities and a supportive team culture are highlighted.