343 IT Support Assistant Jobs in Richmond, VA
Iron Bow Technologies is Hiring an IT Support Assistant Near Richmond, VA
Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!"
We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.
Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way.
THE HIGH LEVEL
Iron Bow Technologies has an immediate need for a Desktop Analyst / Queue Manager interested in a permanent opportunity in VA
This is a hybrid remote position for the right candidate with ~2 days / week onsite at our Glen Allen offices (*candidates MUST reside in Richmond, VA area to be considered*)
The selected candidate will support state agencies across VA via the timely assignment and resolution of incident and request tickets from 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 balancing
WHAT YOU'LL BE DOING
- Monitor ticket queue and assign to appropriate resource for troubleshooting and resolution
- Responsible for 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 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 of 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
WHAT YOU BRING TO THE TABLE
- Proficiency with 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
- 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 valid VA driver's license and reliable transportation to come into office as needed
OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT
Iron Bow Technologies is an Equal Opportunity Employer and is 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. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.
Job Summary
Full Time
IT Outsourcing & Consulting
$65k-81k (estimate)
06/29/2024
08/27/2024
ironbow.com
GLEN ALLEN, VA
500 - 1,000
1983
Private
$500M - $1B
IT Outsourcing & Consulting
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About Iron Bow Technologies
Iron Bow offers cybersecurity, data center networking, enterprise mobility and managed IT services for commercial and healthcare sectors.
The job skills required for IT Support Assistant include Analysis, Microsoft Office, Written Communication, Computer Hardware, Service Desk, etc. Having related job skills and expertise will give you an advantage when applying to be an IT Support Assistant. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by IT Support Assistant. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for IT Support Assistant positions, which can be used as a reference in future career path planning. As an IT Support Assistant, it can be promoted into senior positions as a Technical Support Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary IT Support Assistant. You can explore the career advancement for an IT Support Assistant below and select your interested title to get hiring information.
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