Technical Support Analyst

2 weeks ago

Annapolis Junction, Maryland, United States Interclypse Inc. Full time
Job Overview

Welcome to Interclypse Inc., where creativity and dedication converge. Each member of our team plays a crucial role in our journey towards excellence. We are more than just a workplace; we are a thriving community united by the goal of transforming standards in our industry. At Interclypse, you will experience more than just a job – you will be part of a dynamic environment where your skills are valued, your contributions are recognized, and your aspirations are nurtured. Our mission is to make a positive difference in society, the community, and the industry by consistently 'Doing What is Right'. Together, we aim to forge a future where exceptional achievements are not just met but surpassed.

To bring this vision to life, Interclypse fosters a culture of growth that empowers employees to advance in their careers by equipping them with essential tools, mentorship, and a supportive atmosphere to guarantee long-term success.

Interclypse is collaborating with various state agencies to modernize and maintain vital systems. This role offers candidates the chance to contribute to the sustained success of the state while continuing to develop professionally within our growth-oriented culture.

Key Responsibilities:

  • Provide both telephone and in-person assistance to users regarding directories, standard desktop applications, and applications developed under this contract.
  • Act as the primary point of contact for diagnosing hardware and software issues related to PCs and printers.
  • Log service desk calls into the IT service desk system.
  • Respond to service desk emails and document interactions in the IT Service Desk system.
  • Analyze call history, identify issues, resolve them, and record actions taken in the IT Service Desk system.
  • Ensure all workstations are equipped with the latest drivers, patches, and security updates.
  • Create and restore workstation images.
  • Troubleshoot network connectivity issues for workstations.
  • Set up new workstations and printers for network access.
  • Deploy newly acquired equipment and software to the existing network.
  • Replace outdated hardware/software and manage the transportation of removed items.
  • Document all changes in accordance with inventory policies.
  • Troubleshoot hardware and software issues as needed.
  • Install software and hardware on workstations.
  • Collaborate with current contractors and other staff members.
  • Participate in internal meetings as required.
  • Update service desk requests on a daily basis.
  • Assist in creating installation instructions and standard operating procedures.
  • Perform additional duties as assigned by management.

Qualifications:

Required:

  • Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or a related field.
  • Five years of experience in IT environments, focusing on PC hardware and applications.
  • Two years of extensive knowledge of PC operating systems and help desk operations.
  • Proven ability to communicate effectively and maintain a positive customer service approach.

Preferred:

Three years of experience in:

  • Providing Tier 1 and Tier 2 IT support in a service desk setting.
  • Troubleshooting PC hardware and software in a Microsoft network environment.
  • Managing users and devices in Microsoft Active Directory.
  • Repairing and configuring PCs, laptops, and printers.
  • Installing and configuring operating systems and standard software applications.

Why Choose Interclypse:

  • Work for a company that adapts to your pace.
  • Enjoy a healthy work-life balance.
  • Collaborate with a dedicated team on meaningful projects.
  • Be part of an organization that values and appreciates your contributions.
  • Benefit from opportunities for professional growth and mentorship.
  • Experience a strong culture of support and development.

Employee Impact Program:

Every employee has the opportunity to be recognized for their contributions to the company's long-term success. This program, combined with our comprehensive benefits and flexible time-off policies, allows you to shape a career that promotes both personal and professional well-being.

Benefits:

  • Personal Time Off (PTO) for vacations and personal matters.
  • Parental Leave.
  • Health Insurance (Medical, Dental, Vision).
  • Retirement: Unlimited 401K match up to 8% of your salary.
  • Educational support and planning assistance.
  • Access to group rates for various voluntary benefits.

Equal Opportunity Employer:

Interclypse is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

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