Iron Bow Technologies has an immediate need for a Desktop Analyst / Queue Manager interested in a permanent, remote / work from home opportunity (MUST reside in VA to be considered)
This position will support state agencies across VA through the timely assignment and resolution of incident and request tickets from Commonwealth of Virginia computer users. This includes reviewing incoming trouble tickets, assigning tickets to appropriate technicians and balancing workload between techs. Position requires frequent communication with management, field technicians and customers and reporting on productivity, ticket trends and workload balance.
Responsibilities:
- Monitoring ticket queues and assigning tickets to appropriate resources for troubleshooting and ticket resolution. Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
- Monitoring ticket queues to ensure SLAs are maintained
- Reviewing tickets to ensure that they are accurately coded and that the work is within the scope of the Iron Bow contract
- Engaging with the Service Desk to insure that the tickets which are out of scope are assigned to the correct teams
- Ensuring child tickets are related to the parent ticket and proper follow-up is performed once an incident is resolved
- Monitor tickets that cross organizational boundaries to ensure customer satisfaction
- Preparing daily reports on Incidents/Problem tickets and SLA status
- Preparing summary report on all Major incidents occurring on shift
- Assign resources with internal teams to ensure SLA targets are met
- Monitor resolution for high priority tickets
Requirements:
- Proficient in Microsoft Office products, especially Excel and Word
- Experience with ticketing systems, such as Service Now and Cherwell
- Experience with using Microsoft SharePoint to post and retrieve documents
- Basic knowledge of computer hardware, software, and network install and repair procedures and terminology
- Ability to communicate effectively both verbally and through correspondence
- High School Diploma or Equivalent
- Ability to adapt and prioritize work independently in a dynamic environment
- Experience working with Service Level Agreements (SLAs)
- Must be able to successfully pass a background check and Commonwealth Agency-specific clearance (requirements vary)
- Strong time management, communication, and interpersonal skills
- Position is 100% remote but candidates MUST live in state of VA
Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target. Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.