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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 support team, the Help Desk Specialist will ensure the availability and functionality of our collaboration services, catering to a diverse user base within a government intranet environment.

Key Responsibilities
- Collaborate with a dedicated team to monitor service availability and provide essential help desk support.
- Conduct health checks and status monitoring, taking necessary actions during service interruptions.
- Follow Standard Operating Procedures (SOPs) to perform initial troubleshooting and implement solutions, including service and server restarts.
- Accurately document and relay outage information to both colleagues and users.
- Address tier 1 and tier 2 customer service inquiries received through various channels, including phone, email, chat, and ticketing systems.
- Maintain detailed records of all interactions in the ServiceNow ticketing system, escalating issues as required.
- Offer basic guidance on service usage to both internal and external clients.
- Assist in troubleshooting user accounts and access issues within the collaboration platform.
- Mentor and train junior team members to enhance their skills and knowledge.

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 high-quality solutions to federal and commercial sectors, addressing their unique IT challenges with expertise and professionalism.

Employee Benefits
The ATP Employee Benefits package includes:
  • A supportive and equitable working environment that fosters growth and challenge.
  • Competitive hourly compensation.
  • An innovative Employee Success Sharing Program that allows staff to benefit from the company's achievements.
  • Guaranteed overtime compensation (subject to contract stipulations).
  • Comprehensive retirement plan (401K) with immediate vesting and profit-sharing options.
  • Medical coverage options including HMO, Open Access, and PPO plans.
  • Flexible and comprehensive dental insurance.
  • 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 benefits.