What We Do Matters
Desktop Analyst
Location
Virginia
Posted
13 days ago
Salary
$19 - $22 / hour
Seniority
Mid Level
Job Description
Desktop Analyst
Iron Bow Technologies
• Monitor incoming ticket queues and assign incidents to the appropriate technical resources based on priority, workload, and SLA requirements. • Review and validate ticket details, asset information, and coding to ensure accuracy and contract compliance. • Coordinate with the Service Desk and internal support teams to route out-of-scope requests appropriately. • Track high-priority incidents and tickets spanning multiple teams to ensure timely resolution and customer satisfaction. • Maintain ticket quality by documenting actions, linking related incidents, and ensuring complete and accurate records. • Perform quality assurance reviews and reconciliations to verify all ticket activity is properly documented. • Prepare daily incident status reports, major incident summaries, and operational metrics for leadership. • Support first-call notification and, when applicable, first-call resolution efforts. • Collaborate with customers, field technicians, and leadership to communicate updates and balance workloads effectively. • Perform other duties as assigned in support of service delivery and operational objectives.
Job Requirements
- High School Diploma or equivalent required + 1-2 years of work experience in the IT field
- Experience working with enterprise ticketing platforms such as ServiceNow, Cherwell, or similar ITSM tools.
- Experience managing and coordinating incident queues while meeting Service Level Agreements (SLAs).
- Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
- Excellent verbal and written communication skills with a customer-first mindset.
- Experience creating reports and analyzing operational data using Microsoft Excel, Word, and PowerPoint.
- Experience using Microsoft SharePoint to manage and access documentation.
- Working knowledge of computer hardware, software, networking, and IT support terminology.
- Strong attention to detail and commitment to maintaining accurate documentation.
- Ability to work independently while collaborating effectively across multiple teams.
Benefits
- An overview of our benefits is available on our careers page.
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