Desktop Analyst

Iron Bow Technologies

Desktop Remote Analyst ensuring timely support for customers by managing service requests and technician workloads at Iron Bow Technologies. Collaborating across teams to drive efficient ticket resolution and maintain service levels.

Posted 7/15/2026full-timeRemote • Virginia • 🇺🇸 United StatesJuniorMid-Level💰 $19 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management and ticketing processes, ensuring compliance with Service Level Agreements (SLAs) while maintaining high-quality documentation and effective communication across teams. Proficient in utilizing ITSM tools and operational reporting to enhance service delivery and customer satisfaction.

Highest-signal resume keywords

Incident ManagementServiceNowService Level Agreements (SLAs)Microsoft ExcelDocumentation Accuracy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementTicketing PlatformsOperational ReportingData AnalysisIT Support Terminology

Soft Skills

Organizational SkillsCommunication SkillsAttention to DetailCustomer-First Mindset

Tools & Technologies

ServiceNowCherwellMicrosoft ExcelMicrosoft WordMicrosoft PowerPointMicrosoft SharePoint

Industry Keywords

ITSMTicket QueuesQuality AssuranceCustomer SatisfactionOperational Metrics

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

An overview of our benefits is available on our careers page.