Iron Bow Technologies

Desktop Remote Analyst

Richmond, Virginia, United States

Sponsorship not specified$19k-$23kDetected 6 days ago

ExcelLeadershipCommunicationProblem SolvingOrganizational SkillsSharePoint

About the role

As a Desktop Remote Analyst, you'll play a vital role in ensuring customers receive timely, high-quality support by managing incoming service requests and coordinating technician workloads.
You'll serve as the central point of communication between customers, field technicians, and internal teams to drive efficient ticket resolution, maintain SLA compliance, and support overall operational excellence.

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.
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.
Support first-call notification and, when applicable, first-call resolution efforts.
Perform other duties as assigned in support of service delivery and operational objectives.

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.
Strong attention to detail and commitment to maintaining accurate documentation.
Ability to work independently while collaborating effectively across multiple teams.
Experience supporting enterprise or government IT service delivery environments.
Familiarity with ITIL principles and incident management best practices.
Experience monitoring technician workloads and optimizing resource allocation.
Ability to identify trends and recommend process improvements that enhance service delivery.
High School Diploma or equivalent required + 1-2 years of work experience in the IT field

The salary range for this position is $19-22.50/hr.
This range reflects the anticipated base pay for the position and is not a guarantee of final compensation.
Actual compensation will be determined based on factors including experience, skills, education, location, contract requirements, and business needs.
This range represents only one component of Iron Bow's total compensation package.

Collaborate with customers, field technicians, and leadership to communicate updates and balance workloads effectively.

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.

This listing is sourced directly from Iron Bow Technologies's careers page and normalized into a canonical job model.