Call Center Analyst 3

6 years within 90 days PWC background NONE

THE OPPORTUNITY

Iron Bow Technologies is currently looking for aCall Center Analyst 3to 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.

SKILLS THAT DRIVE SUCCESS

• 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

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

WHY YOU'LL LOVE IT

• 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.

COMPSENSATION AND BENEFIT INFORMATION:

The salary range for this position is $22-$24/hr. 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.

Iron Bow Technologies reserves the right to fill this role at a different level, depending on qualifications and organizational priorities. This range represents only one component of Iron Bow's total compensation package. An overview of our benefits is available on our careers page.