Desktop Remote Analyst / Queue Manager
 
Iron Bow Technologies has an immediate need for a Desktop Analyst / Queue Manager interested in a permanent remote / work from home opportunity in VA (*candidates MUST reside in VA to be considered*) 
 
The selected candidate will support state agencies across VA via the timely assignment and resolution of incident and request tickets from Commonwealth of Virginia 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. 
 
Duties & Responsibilities
 
 Monitor ticket queue and assign to appropriate resource for troubleshooting and resolution 
 Responsible for the allocation of incident tickets as well as facilitation of resource allocation based on tech workloads 
 Monitor ticket queues to ensure SLA’s are maintained 
 Validate customer and user asset information 
 Select and populate appropriate ticket information 
 Review tickets to ensure they’re accurately coded within scope of VITA contract 
 Engage with Service Desk to ensure out of scope tickets are assigned to correct teams 
 Ensure child tickets are related to the parent ticket where applicable 
 Monitor tickets that cross organizational boundaries to ensure customer satisfaction 
 Prepare daily reports on incidents/problem ticket status 
 Prepare summary report on all major incidents occurring on shift 
 Assign tickets to internal teams to ensure SLA targets are met 
 Monitor 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 1st call notification and or resolution
 
 
Required Experience 
 
Proficiency within Microsoft Office, especially Excel and Word 
Experience utilizing ticketing systems, such as Service Now and Cherwell 
Ability to use Microsoft SharePoint to post and retrieve documents 
Candidates must possess a basic knowledge of computer hardware, software and network install and repair procedures and terminology 
Excellent verbal and written communication skills are needed 
A 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) 
Travel: Up to 20% travel as needed – candidates must have valid VA driver’s license and reliable transportation 
 
 
 
 
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.