• Job Description

  Req#: 1745

  Welcome to Iron Bow’s career page. We are glad you are here.

  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.

  Does this speak to you? If you think you can see yourself delivering an exceptional experience as a member of Iron Bow, then please continue reading.

  THE HIGH LEVEL

  Iron Bow Technologies is currently looking for a Call Center Analyst 1 to support Prince William County (PWC) Department of Information Technology (DoIT) centers. Prince William County's estimated population is approximately 480,000. PWC is the second-largest county in the Commonwealth of Virginia, supporting a staff of 6000+ and 480,000 residents. DoIT is transitioning to a hybrid model IT service delivery (“Customer Service and Experience Hub”) where County employees and Contract resources work together to provide traditional service desk responsibilities and monitor Network and Security Operations management systems.

  WHAT YOU'LL BE DOING

  • Respond to issues escalated from previous tiers.
  • Work with vendors to resolve issues with software or hardware.
  • Work with agencies and vendors to assess the technical needs and capabilities of a solution• Evaluates new technology as related to devices and software.
  • Manage and tracks Problem tickets.
  • Document, track, and monitor the IT problems to ensure a timely resolution.
  • Able to diagnose and repair products by replacing worn or broken parts and making technical adjustments.
  • Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
  • Create packages for deployment and installation.
  • Manage regular patching of all devices to maintain security and software updates.
  • Work on projects as required.

  WHAT YOU'LL BRING TOTHE TABLE

  • 0-2 years previous Helpdesk, technical call center, or IT service desk experience providing phone-bases support. Has knowledge of commonly used concepts, practices, and procedures within the Customer Service field.
  • OS - Operating System Certification, MS Office Certification
  • Desired - Comptia A+
  • US Citizen
  • Ability to obtain and maintain a Public Trust Clearance.
  • Experience providing telephone and remote support for various field offices utilizing 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.
  • Must obtain Windows 10 and Office 365 or Security+CE certification within 90 days of hire.

  THE FINE PRINT

  Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.

  #LI-EC1 #IBIND #LI-Hybrid

• About the company

  Iron Bow helps commercial & federal agencies solve business challenges through IT solutions that enable them to work faster and smarter.

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