Iron Bow Technologies is currently looking for a Call Center Analyst 2 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.

The successful candidate will be responsible for providing customer-facing support consisting of end-user initial setup, troubleshooting, and training for devices of various sorts including connection and applications. Our most important qualification isn't technical, it’s the ability to consistently deliver world-class Customer support and empowering our customers to then deliver critical services to Prince William County – DoIT serves PWC’s residents, business, visitors, and local government agencies through four separate quadrants of government.

As a DoIT team member, you must have a strong passion for Customer Service in a technology context. You should have the ability to adapt to evolving products, software, hardware, and processes as the organization practices continuous improvement initiatives. You should 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.

Work Environment:

• Work is performed on-site at two physical locations, Manassas (primary) and Woodbridge, VA (DoIT HQ). Remote work is situational based on weather and other situations such as COVID-19 response policy.
• Call Center Analysts support PWC 24/7/365. Help Desk Analysts are supported by additional technical resources in person during work hours and on-call for priority/widespread incidents.

Responsibilities:

• Familiar commonly used concepts, practices, and procedures within the Customer Service field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
• 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.
• Ability to work in a fast paced environment.
• Provide monitoring support of systems in the NOC

Requirements:

• OS - Operating System Certification, MS Office Certification
• Desired - Comptia A+
• US Citizen.
• Ability to obtain and maintain a Public Trust Clearance.
• 3-5 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.
• 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.
• Be accountable, on-time, and available to take service desk calls at start of shift. Regular, reliable attendance is required.
• Ability to work in a fast-paced, changing Customer Service-centric environment.
• Windows 10 and Office 365 certifications required within 90 days of hire
  

Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target.

Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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