Call Center Analyst 1

About the role

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!" We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges. Whether we team with clients, colleagues, or partners, we put each other first. It’s The Iron Bow Way.

A Call Center Analyst I supporting Prince William County at Iron Bow Technologies provides first-line technical assistance to county employees, resolving routine IT issues and accurately logging all service requests. They follow established troubleshooting procedures, escalate complex incidents as needed, and ensure timely, customer-focused support. This role helps maintain smooth county operations by delivering reliable and efficient help desk services.

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 service level agreements (SLAs).
• Update users on the status of their incident or service request.
• Provide proactive maintenance workstations as appropriate, 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

• High school diploma and up to 2 years' experience.
• 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.
• Strong 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.
• U.S. citizen and ability to pass Prince William County (PWC) commercial and police background check.

Qualifications

• Associate’s degree in a computer‑related field.
• CompTIA A+, Network+, or Security+ certification.
• Clean record to pass PWC commercial and police background checks.

Pay

The salary range for this position is $18.00 – $19.23 per hour. Actual compensation will be determined based on experience, skills, education, location, contract requirements, and business needs.

Benefits

Iron Bow offers a comprehensive benefits package that may include medical, dental, and vision coverage, a 401