Help Desk Analyst

2 days ago


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

We are seeking a highly skilled and organized Desktop Analyst / Queue Manager to join our team at Iron Bow Technologies. As a key member of our support team, you will be responsible for managing and resolving technical issues for our clients in a timely and efficient manner.

Key Responsibilities:
  • Monitor and manage ticket queues to ensure timely resolution of technical issues
  • Assign and prioritize tickets to ensure efficient resolution
  • Communicate with clients and internal teams to ensure seamless issue resolution
  • Prepare and analyze reports to track ticket trends and workload balance
  • Collaborate with technical teams to resolve complex technical issues
Requirements:
  • Proficiency in Microsoft Office, especially Excel and Word
  • Experience with ticketing systems, such as Service Now and Cherwell
  • Ability to use Microsoft SharePoint to post and retrieve documents
  • Basic knowledge of computer hardware, software, and network installation and repair procedures
  • Excellent verbal and written communication skills
  • High School diploma (or equivalent) required
  • Ability to adapt and prioritize work independently in a dynamic environment
What We Offer:
  • Opportunity to work with a dynamic and growing company
  • Competitive salary and benefits package
  • Opportunities for professional growth and development

Iron Bow Technologies is an Equal Opportunity Employer and is committed to providing a work environment free of discrimination and harassment. We welcome applications from diverse candidates and encourage individuals with disabilities to apply.



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