311 Call Center Analyst

311 Call Center AnalystProvide non-technical, non-emergency customer service to the entire County regarding all aspects of the County Government/Services.ImpactStand up a new capability for Prince William County to support everyone in the county in all aspects of County services – developing processes and procedures from scratch using technical tools (Salesforce).Develop a new Knowledge Base (KB) to enable the 311 CCA Team to quickly provide customers the desired service efficiently.KB will be used by the CCA Team and later feed/train the AI-based tool.ResponsibilitiesAssist the IT Customer Service Team under supervision when needed; typically 311 CCAs work in a different call manager (Salesforce), so assistance will be ad-hoc (email, text chat, etc.).Provide basic end-user technical support via phone, email, or Microsoft Teams.Manage user accounts (password reset, account unlocks, assigning permissions).Escalate incidents that cannot be resolved to the next level of support in line with service level agreements (SLAs).Update users on the status of their incident or service request.Provide proactive maintenance of workstations as appropriate (e.g., ensuring security patches are installed, applications are up to date).Provide excellent customer service and maintain a positive attitude.Collaborate with team members to share knowledge and best practices for resolving customer issues.SkillsCustomer service or technical support experience is a must.Ability to troubleshoot basic technical issues.Excellent multitasking skills.Strong communication skills.Empathy and the ability to relate to the end-user.Proven ability to follow processes and procedures accurately.Attention to detail.A team player with a positive attitude.What Sets You ApartLive within Prince William County.Previous IT support experience.Why You'll Love ItBe part of a growing and highly valued new capability in Prince William County (311) which will become the User's Guide to the whole county and feed/train an AI tool to support residents.Be part of an inclusive team that encourages development and potential future growth into an IT career. Non-technical support but working with IT tools and an IT team will provide exposure, training, and the opportunity to transition into IT or deepen 311 support over time.Grow your skill set in troubleshooting, critical thinking, customer service, and communication with all levels of business, from the CIO to an intern.Learn how to deliver helpdesk excellence – efficiently managing incidents while providing the best customer service possible and playing a direct role in customer success.Compensation and BenefitsThe salary range for this position is $17.00-18.75/hr. This range reflects the anticipated base pay 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.At Iron Bow, we invest in our people and their success. We offer a comprehensive benefits package that may include medical, dental, and vision coverage, a 401(k) plan, paid time off, and additional wellness and financial benefits. An overview of our benefits is available on our careers page.Equal Opportunity EmployerIron 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.J-18808-Ljbffr