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Technical Support Analyst

2 months ago

Annapolis Junction, Maryland, United States Avid Technology Professionals, LLC Full time
Position Overview
As a vital member of our team, the Help Desk Specialist will provide comprehensive support for our collaboration services hosted on a secure intranet. This role requires dedication to ensuring service availability and user satisfaction.

Key Responsibilities
  • Monitor service health and status, taking proactive measures during outages.
  • Utilize standard operating procedures to conduct initial troubleshooting and restore services.
  • Communicate outage details effectively to both colleagues and clients.
  • Respond to tier 1 and tier 2 service requests via various channels including phone, email, and ticketing systems.
  • Document all interactions in the ServiceNow ticketing system and escalate issues as necessary.
  • Provide clear instructions to users on utilizing our services.
  • Assist in troubleshooting user account issues and access problems.
  • Mentor and train junior team members to enhance their skills.

About Avid Technology Professionals
Avid Technology Professionals, LLC (ATP) is a leading provider of software and systems engineering, as well as acquisition program management services. We are committed to delivering effective IT solutions to both federal and commercial sectors, leveraging the expertise of seasoned professionals in the field.

Employee Benefits
Our benefits package includes:
  • A supportive and equitable work environment that is both stimulating and challenging.
  • Competitive hourly salary.
  • Unique employee success sharing program.
  • Automatic approved overtime, subject to contract terms.
  • Comprehensive retirement plan with 100% company contribution.
  • Medical coverage options including HMO, Open Access, and PPO plans.
  • Flexible dental plan.
  • Progressive overtime policy.
  • Flexible spending account benefits.
  • Attractive referral bonus program.
  • Holiday scheduling aligned with government holidays.
  • Robust professional development and training opportunities.
  • Computer and internet allowances.
  • Short and long-term disability coverage.
  • Life insurance options.