Help Desk Support Specialist

1 month ago


Glen Allen, Virginia, United States Iron Bow Technologies Full time
Job Title: Desktop Analyst / Queue Manager

We are seeking a highly skilled and detail-oriented Desktop Analyst / Queue Manager to join our team at Iron Bow Technologies. This is a hybrid remote position with approximately 2 days per week onsite at our Glen Allen PMO.

Key Responsibilities:
  • Monitor ticket queues and assign tickets to appropriate resources for troubleshooting and resolution.
  • Responsible for allocating incident tickets and facilitating resource allocation based on technician workloads.
  • Monitor ticket queues to ensure Service Level Agreements (SLAs) are maintained.
  • Validate customer and user asset information.
  • Select and populate appropriate ticket information.
  • Review tickets to ensure they are accurately coded within the scope of the VITA contract.
  • Engage with the Service Desk to ensure out-of-scope tickets are assigned to the correct teams.
  • Ensure child tickets are related to parent tickets where applicable.
  • Monitor tickets that cross organizational boundaries to ensure customer satisfaction.
  • Prepare daily reports on incidents/problem ticket status.
  • Prepare summary reports of all major incidents occurring on shift.
  • Assign tickets to internal teams to ensure SLA targets are met.
  • Monitor the 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 first-call notification and/or resolution.
Requirements:
  • Proficiency with Microsoft Office, especially Excel and Word.
  • Experience utilizing ticketing systems, such as ServiceNow and Cherwell.
  • Ability to use Microsoft SharePoint to post and retrieve documents.
  • Candidates must possess a basic knowledge of computer hardware, software, and network installation and repair procedures and terminology.
  • Excellent verbal and written communication skills are required.
  • 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 a valid VA driver's license and reliable transportation to come into the office as needed.
Iron Bow Technologies is an Equal Opportunity Employer:

We are 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.



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