IT Help Desk Analyst: Remote Support & Troubleshooting

Ironbow; Virginia, Northern (IL, KY); Hybrid; 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, including remote support and incident documentation.

Ideal candidates have a High School diploma with 6+ years in Help Desk/IT operations, strong customer service orientation, and the ability to adapt to evolving tech and processes. Travel up to 10% may be required.

Qualifications

• High School +6 years experience supporting Help Desk or IT operations.
• Strong passion for Customer Service in a technology context.
• Ability to adapt to evolving products, software, hardware, and processes as the organization practices continuous improvement initiatives.
• Have the customer empathy, patience, and tenacity to work with non-technical end-users until they truly become independent and able to perform basic device functions on their own.
• US Citizen who can pass Prince William County background check.
• Knowledge of commonly used concepts, practices, and procedures within the Customer Service field.
• Service Now & MS System Center Configuration Manager (SCSM) for ticketing and SCCM for remote tools. Experience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phone.
• Accountable, on-time, and available to take service desk calls at start of shift.
• Ability to work in a fast-paced, changing Customer Service-centric environment.
• Able to obtain Windows 11 and Office 365 or CompTIA certification within 90 days of hire.

Responsibilities

• Provide customer-facing support including initial setup, troubleshooting, and training for devices.
• Provide telephone and remote support for various field offices using ticketing tools.
• Troubleshoot and analyze problems to resolve incidents remotely with hardware and software.
• Escalate issues to desk side technicians when needed and document all incidents.
• Ensure adherence to SLAs and maintain accurate incident records.
• Monitor systems in the NOC and promote a culture of customer care and collaboration.

Skills

Customer Service

Help Desk

Communication

Adaptability

Patience

US Citizenship

Education

Associate’s degree in computer related field

Tools

ServiceNow

SCSM (MS System Center)

SCCM

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, including remote support and incident documentation.

Ideal candidates have a High School diploma with 6+ years in Help Desk/IT operations, strong customer service orientation, and the ability to adapt to evolving tech and processes. Travel up to 10% may be required.