Call Center Analyst 3

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 TheIron Bow Way.

6 years within 90 days PWC background NONE

THE OPPORTUNITY

Iron Bow Technologies is currently looking for a Call Center Analyst 3 to support Prince William County (PWC) Department of Information Technology (DoIT) centers. This role s 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

• You'll rely on experience and judgment to plan and accomplish goals, independently performing a variety of complicated tasks, a wide degree of creativity and latitude is expected.
• Providing telephone and remote support for various field offices utilizing Service Now/SCSM for ticketing and SCCM for remote tools.
• You'll 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.

• 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
• OS - Operating System Certification, MS Office Certification
• US Citizen.
• 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 certifications or Security+CE within 90 days of hire

• 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

• You will be part of a mission-critical team that directly impacts our ability to deliver competitive, compliant and innovative solutions to our customers.
• You will be a key contributor to Iron Bows's transformational shift in how we deliver value to both customers and employees.
• You will have the pleasure of working with passionate professionals in a culture that fosters a workplace where everyone feels respected, supported and empowered to succeed.