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Itcon information

What is the difference between Itcon vs Network Technician?

AspectItconNetwork Technician
Required CredentialsIT certifications, such as CompTIA A+, Network+, or Cisco certificationsSimilar certifications like CompTIA Network+ or Cisco CCNA
Work EnvironmentIT companies, data centers, or corporate IT departmentsTelecommunications companies, corporate IT, or service providers
Industry UsageCommonly used in IT infrastructure projects and support rolesFocuses on network setup, troubleshooting, and maintenance

Both Itcon and Network Technician roles require similar certifications and often work in IT environments. However, Itcon may encompass broader IT infrastructure responsibilities, while Network Technicians focus specifically on network systems and connectivity. Understanding these differences helps in choosing the right career path or job search focus.

More about Itcon jobs
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Itcon jobs near you
Infographic showing various Itcon job openings in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 77% Physical, 12% Hybrid, and 11% Remote job distribution.

Call Center Report Analyst

ITCON Services

Washington, DC • On-site

Other

Posted yesterday

New

Job description

The Reports Analyst is responsible for the development, management, and delivery of all operational and performance reporting for the Federal National Contact Center (NCC). This role ensures that accurate, timely, and actionable data is available to support decision-making, monitor contract compliance, and drive continuous improvement.
The Reports Analyst plays a critical role in translating contact center data (calls, emails, performance metrics) into meaningful insights for both internal leadership and Federal stakeholders.

  • Manage reporting function: Develop and deliver all required reports (daily, weekly, monthly, and ad hoc).
  • Analyze performance data: Interpret contact center metrics (SLA, AHT, FCR, volume trends) to identify issues and insights.
  • Support decision-making: Provide data-driven recommendations to improve operations and service delivery.
  • Ensure data accuracy: Validate and maintain integrity of all reporting data and systems.
  • Customize reports: Tailor reports to meet Federal stakeholder requirements and evolving needs.
  • Track KPIs: Monitor performance against contractual metrics and highlight variances.
  • Collaborate with teams: Work with Operations, QA, and Workforce Management to align reporting with operational realities.

Support compliance: Ensure reporting meets contract requirements and audit readiness.
Education
• Bachelor''s degree in:

o Data Analytics, Business, Information Systems, or related field

• Equivalent experience may be considered
Experience
• 5+ years of experience in:

o Data analysis and reporting
o Contact center or operations analytics (preferred)

• Experience working with:

o Large datasets
o Performance metrics and KPIs

• Experience supporting:

o Federal or regulated environments (preferred)


Technical Skills
• Proficiency in:

o Excel (advanced functions, pivot tables)
o Data visualization tools (e.g., Power BI, Tableau)

• Experience with:

o CRM systems
o Call center reporting tools (ACD, IVR analytics)

• Basic knowledge of:

o SQL or data querying (preferred)

Apply