Call Center Analyst 3

About the role

Iron Bow Technologies is looking for a Call Center Analyst 3 to support Prince William County (PWC) Department of Information Technology (DoIT) centers. This role is responsible for providing customer-facing support consisting of end-user initial setup, troubleshooting, and training for devices of various sorts including connection and applications.

How you'll make an impact

• Provide telephone and remote support for various field offices utilizing Service Now/SCSM for ticketing and SCCM for remote tools
• Perform troubleshooting and problem analysis to resolve incidents (remotely) with hardware and software
• Communicate and escalate technical issues that cannot be resolved at the service desk to desk side technicians or solver groups
• Accurately and thoroughly document all incidents in the tracking system; determine priority based on problem information and documented guidelines and sound judgement
• Ensure adherence to SLAs
• Promote a positive culture of good communications, customer care and shared technical expertise
• Provide monitoring support of systems in the NOC
• Rely on experience and judgment to plan and accomplish goals, independently performing a variety of complicated tasks, with a wide degree of creativity and latitude expected

Skills that drive success

• 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
• 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
• OS - Operating System Certification, MS Office Certification
• 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

What sets you apart

• Associate's degree in computer related field
• Clean record to pass PWC Commercial and Police Check
• Live within Prince William County
• Windows 10 and Office 365 certifications or CompTIA certifications

Travel requirements

Up to 10% travel

Pay

The salary range for this position is $22.00 - $24.00/hour. This range reflects the anticipated base pay for the position and is not a guarantee of final compensation. Actual compensation will be determined based on factors including experience, skills, education, location, contract requirements, and business needs.