Help Desk Analyst I — IT Support & Customer Care

Iron Bow Technologies; Herndon (VA); On-site; USD 25,000 - 26,000; Full time

Job summary

Iron Bow Technologies in Manassas, VA is seeking a Call Center Analyst I to provide first-line technical assistance to county employees, log service requests, and follow SLA procedures. You will diagnose basic issues, reset passwords, and communicate status updates, delivering reliable, customer-focused support.

Ideal candidates have a high school diploma and up to two years of experience, strong communication, and a willingness to obtain Windows 10/Office 365 or CompTIA cert within 90 days.

Qualifications

• High School diploma with up to 2 years of experience in customer service or tech support
• Basic end-user technical support and ticket handling
• 500

Responsibilities

• First-line support via phone, email, or Teams
• Conduct password resets and account unlocks
• Escalate incidents per SLAs
• Provide status updates to users
• Perform proactive maintenance and patching where appropriate
• Deliver excellent customer service
• Collaborate with team to share best practices

Skills

Ticket Handling

Operating Systems

Customer Service

Troubleshooting

Multi-tasking

Communication

Empathy

Attention to detail

Team player

Background check pass

Certifications within 90 days

Customer service or tech support

Education

High School diploma

Associates degree in computer related field

CompTIA A+, Net+ or Security+

Tools

Windows 10

Office 365

Job description

Iron Bow Technologies in Manassas, VA is seeking a Call Center Analyst I to provide first-line technical assistance to county employees, log service requests, and follow SLA procedures. You will diagnose basic issues, reset passwords, and communicate status updates, delivering reliable, customer-focused support.

Ideal candidates have a high school diploma and up to two years of experience, strong communication, and a willingness to obtain Windows 10/Office 365 or CompTIA cert within 90 days.