IT Help Desk Analyst: Remote Support & Troubleshooting

Iron Bow Technologies; Herndon (VA); On-site; USD 30,000 - 33,000; Full time

Job summary

Iron Bow Technologies is seeking a Call Center Analyst 3 to support Prince William County DoIT centers. You will provide end-user setup, troubleshooting, and training for devices and applications, with remote support using ServiceNow/SCSM and SCCM.

Ideal candidates have 6+ years in Help Desk or IT operations, a strong customer-service mindset, and the ability to adapt to evolving tech. Travel up to 10% is possible.

Qualifications

• 6+ years experience supporting Help Desk or IT operations.
• Customer Service mindset in a tech context.
• Ability to adapt to evolving products, software, and processes.

Responsibilities

• Provide end-user setup, troubleshooting, and training for devices and apps.
• Offer telephone and remote support for field offices using ServiceNow/SCSM for ticketing and SCCM for remote tools.
• Troubleshoot and resolve incidents remotely; document all issues and adhere to SLAs.

Skills

Help Desk Experience

Customer Service

Remote Support

Ticketing Systems

ServiceNow

SCCM/SCSM

Windows 10

Education

Associate's degree in computer related field

Windows 10 / Office 365 or CompTIA certifications

Job description

Iron Bow Technologies is seeking a Call Center Analyst 3 to support Prince William County DoIT centers. You will provide end-user setup, troubleshooting, and training for devices and applications, with remote support using ServiceNow/SCSM and SCCM.

Ideal candidates have 6+ years in Help Desk or IT operations, a strong customer-service mindset, and the ability to adapt to evolving tech. Travel up to 10% is possible.