Call Center Analyst 1

Call Center Analyst 1 Iron Bow Technologies United States, Virginia, Manassas Mar 25, 2026 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 The Iron Bow Way.

HS DIPLOMA + 0-2 YEARS WITHIN 90 DAYS PWC BACKGROUND NONE THE OPPORTUNITY A

Call Center Analyst I supporting Prince William County at Iron Bow Technologies provides first-line technical assistance to county employees, resolving routine IT issues and accurately logging all service requests. They follow established troubleshooting procedures, escalate complex incidents as needed, and ensure timely, customer-focused support. This role helps maintain smooth county operations by delivering reliable and efficient help desk services.

HOW YOU'LL MAKE AN IMPACT

You are the first line of support to provide basic end-user technical support via phone, email, or Microsoft Teams. User account management (password reset, account unlocks, assigning permissions) Escalating incidents that cannot be resolved to the next level of support in line with service level agreements (SLAs) Updating users on the status of their incident or service request. Providing proactive maintenance workstations as appropriate, for example, ensuring security patches are installed, and applications are up to date. Provide excellent customer service and maintaining a positive attitude. Collaborating with team members to share knowledge and best practices for resolving customer issues.

SKILLS THAT DRIVE SUCCESS

You have the ability to troubleshoot and resolve basic technical issues. Your multi-tasking skills are top notch! Excellent customer service and communication skills. Empathy and being able to relate to the end-user. Proven ability to follow processes and procedures accurately. Your attention to detail is impressive. You are a team player with a positive attitude. You are able to pass a customer background check You are able to obtain a Windows 10 and Office 365 or CompTIA certification within 90 days of hire

WHAT SETS YOU APART

Previous experience in a customer service or technical support role is a plus. We'd love it if you had your CompTIA A+ certification.

WHY YOU'LL LOVE IT

Be part of an inclusive team that encourages development and growth in your IT career. Grow your skillset of troubleshooting, critical thinking, customer service skills and comfort with speaking to everyone in the business, from the CIO to an intern. You will learn how to deliver helpdesk magic! Efficiently managing incidents while giving the best customer service possible and playing a direct role in customer success.

Compensation and Benefit Information:

The salary range for this position is $18.00 - $20.00/hourly. 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. __PRESENT __

PRESENT OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT

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.