Call Center Analyst 1
Iron Bow Technologies
Manassas, VA0–4 yrs1h agovia LinkedIn
About the Role
A Call Center Analyst I at Iron Bow Technologies supports Prince William County by providing first-line technical assistance to county employees. This role resolves routine IT issues, logs service requests, follows troubleshooting procedures, and escalates complex incidents, ensuring timely and customer-focused support to maintain smooth county operations.
Key Responsibilities
- Provide basic end-user technical support via phone, email, or Microsoft Teams.
- Perform user account management (password reset, account unlocks, assigning permissions).
- Escalate incidents that cannot be resolved to the next level of support in line with SLAs.
- Update users on the status of their incident or service request.
- Provide proactive maintenance for workstations, including ensuring security patches are installed and applications are up to date.
- Deliver excellent customer service and maintain a positive attitude.
- Collaborate with team members to share knowledge and best practices for resolving customer issues.
Requirements & Tech Stack
- Ticket Handling
- Operating Systems Devices
- Customer Service
- Ability to troubleshoot and resolve basic technical issues.
- Strong multi-tasking skills.
- Excellent customer service and communication skills.
- Empathy and ability to relate to end-users.
- Proven ability to follow processes and procedures accurately.
- Attention to detail.
- Team player with a positive attitude.
- Ability to pass a customer background check.
- Ability to obtain a Windows 10 and Office 365 or CompTIA certification within 90 days of hire.
- Previous experience in a customer service or technical support role is a plus.
Qualifications
- Associate’s degree in a computer-related field.
- CompTIA A+, Net+, or Security+.
- Clean record to pass PWC Commercial and Police check.