Iron Bow Technologies
Help Desk Analyst
Iron Bow Technologies, Glen Allen, Virginia, United States, 23060
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 resolutionResponsible for allocation of incident tickets as well as facilitation of resource allocation based on tech workloadsMonitor ticket queues to ensure SLA's are maintainedValidate customer and user asset informationSelect and populate appropriate ticket informationReview tickets to ensure they're accurately coded within scope of VITA contractEngage with Service Desk to ensure out of scope tickets are assigned to correct teamsEnsure child tickets are related to parent ticket where applicableMonitor tickets that cross organizational boundaries to ensure customer satisfactionPrepare daily reports on incidents/problem ticket statusPrepare summary report of all major incidents occurring on shiftAssign tickets to internal teams to ensure SLA targets are metMonitor status of high priority ticketsAttach/provide complete documentation and initial analysis to ticketsPerform quality control and reconciliations to ensure all actions are properly recordedProvide 1st call notification and or resolutionWHAT YOU BRING TO THE TABLE
Proficiency with Microsoft Office, especially Excel and WordExperience utilizing ticketing systems, such as Service Now and CherwellAbility to use Microsoft SharePoint to post and retrieve documentsCandidates must possess a basic knowledge of computer hardware, software and network install and repair procedures and terminologyExcellent verbal and written communication skills are neededHigh School diploma (or equivalent) is requiredAbility to adapt and prioritize work independently in a dynamic environmentExperience working with/meeting Service Level Agreements is preferredMust 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-PD1
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.
"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 resolutionResponsible for allocation of incident tickets as well as facilitation of resource allocation based on tech workloadsMonitor ticket queues to ensure SLA's are maintainedValidate customer and user asset informationSelect and populate appropriate ticket informationReview tickets to ensure they're accurately coded within scope of VITA contractEngage with Service Desk to ensure out of scope tickets are assigned to correct teamsEnsure child tickets are related to parent ticket where applicableMonitor tickets that cross organizational boundaries to ensure customer satisfactionPrepare daily reports on incidents/problem ticket statusPrepare summary report of all major incidents occurring on shiftAssign tickets to internal teams to ensure SLA targets are metMonitor status of high priority ticketsAttach/provide complete documentation and initial analysis to ticketsPerform quality control and reconciliations to ensure all actions are properly recordedProvide 1st call notification and or resolutionWHAT YOU BRING TO THE TABLE
Proficiency with Microsoft Office, especially Excel and WordExperience utilizing ticketing systems, such as Service Now and CherwellAbility to use Microsoft SharePoint to post and retrieve documentsCandidates must possess a basic knowledge of computer hardware, software and network install and repair procedures and terminologyExcellent verbal and written communication skills are neededHigh School diploma (or equivalent) is requiredAbility to adapt and prioritize work independently in a dynamic environmentExperience working with/meeting Service Level Agreements is preferredMust 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-PD1
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.