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Help Desk Analyst

Remote:

Full Remote

Contract:

Full time

Experience:

Entry-level / graduate

Work from:

United States

Offer summary

Qualifications:

Proficiency with Microsoft Office, especially Excel and Word, Experience utilizing ticketing systems like Service Now and Cherwell, Basic knowledge of computer hardware and software, Excellent verbal and written communication skills, High school diploma or equivalent.

Key responsabilities:

Monitor and assign incident tickets to appropriate resources
Ensure SLA's are maintained according to ticket queues
Review and validate user asset information and ticket accuracy
Prepare daily reports on incidents/problem ticket status
Provide quality control and initial analysis for tickets

Iron Bow Technologies SME https://www.ironbow.com/

501 - 1000 Employees

See more Iron Bow Technologies offers

Job description

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.

THE HIGH LEVEL

Iron Bow Technologies has an immediate need for a Desktop Analyst / Queue Manager interested in a permanent hybrid remote opportunity in VA

This is a hybrid remote position with ~2 days / week onsite at our Glen Allen PMO (*candidates MUST reside in Richmond, VA area to be considered*)

The selected candidate will support state agencies across VA via the timely assignment and resolution of incident and request tickets from end-users. This includes reviewing incoming trouble tickets and assigning tickets to appropriate techs while balancing workloads. This position will require constant communication with management, field technicians and customers and reporting on productivity, ticket trends and workload balance

WHAT YOU'LL BE DOING

Monitor ticket queue and assign to appropriate resource for troubleshooting and resolution
Responsible for allocation of incident tickets as well as facilitation of resource allocation based on tech workloads
Monitor ticket queues to ensure SLA’s are maintained
Validate customer and user asset information
Select and populate appropriate ticket information
Review tickets to ensure they’re accurately coded within scope of VITA contract
Engage with Service Desk to ensure out of scope tickets are assigned to correct teams
Ensure child tickets are related to parent ticket where applicable
Monitor tickets that cross organizational boundaries to ensure customer satisfaction
Prepare daily reports on incidents/problem ticket status
Prepare summary report of all major incidents occurring on shift
Assign tickets to internal teams to ensure SLA targets are met
Monitor status of high priority tickets
Attach/provide complete documentation and initial analysis to tickets
Perform quality control and reconciliations to ensure all actions are properly recorded
Provide 1st call notification and or resolution

WHAT YOU BRING TO THE TABLE

Proficiency with Microsoft Office, especially Excel and Word
Experience utilizing ticketing systems, such as Service Now and Cherwell
Ability to use Microsoft SharePoint to post and retrieve documents
Candidates must possess a basic knowledge of computer hardware, software and network install and repair procedures and terminology
Excellent verbal and written communication skills are needed
High School diploma (or equivalent) is required
Ability to adapt and prioritize work independently in a dynamic environment
Experience working with/meeting Service Level Agreements is preferred
Must be able to successfully pass a background check and Commonwealth Agency-specific clearance (requirements vary)
Up to 20% travel as needed – candidates must have valid VA driver’s license and reliable transportation to come into office as needed

#LI-PD

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.