IT Help Desk Analyst I

Iron Bow Technologies

Manassas (VA)

On-site

USD 25,000 - 26,000

Full time

3 days ago

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Job summary

Iron Bow Technologies is seeking a Call Center Analyst I to provide first-line technical support to Prince William County employees. You will log service requests, follow steps, and escalate complex issues while keeping users informed about status and progress.

The role emphasizes customer service, reliability, and a positive, team-oriented approach. Ideal candidates have a high school diploma, up to 2 years of experience, and a willingness to obtain Windows 10/Office 365 or security-related

Qualifications

High School diploma and up to 2 years' experience.
Ability to troubleshoot and resolve basic technical issues.
Excellent customer service and communication skills.
US Citizen and ability to pass background check.
Pass a background check for Prince William County requirements.

Responsibilities

You are the first line of support to provide basic end-user technical support via phone, email, or Microsoft Teams.
Escalating incidents that cannot be resolved to the next level of support in line with SLAs
Updating users on the status of their incident or service request.
Providing proactive maintenance on workstations, e.g., applying security patches and updating apps.
Provide excellent customer service and maintaining a positive attitude.
Collaborating with team members to share knowledge and best practices for resolving customer issues.