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Technical Support Analyst

2 months ago

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

Welcome to Interclypse Inc., where creativity and dedication converge. Our team is essential to our success, and we pride ourselves on fostering a collaborative environment that encourages excellence. At Interclypse, you will find a career that not only values your skills but also nurtures your aspirations, allowing you to thrive in a supportive community.

We are currently engaged in enhancing and maintaining vital systems for various state agencies. This role offers a unique opportunity to contribute to the sustainability and effectiveness of these systems while growing professionally within our innovative culture.

Key Responsibilities:

  • Provide both phone and in-person assistance to users regarding directories, standard desktop applications, and proprietary software.
  • Act as the primary contact for diagnosing hardware and software issues related to PCs and printers.
  • Log service desk inquiries into the IT service management system and ensure accurate tracking of all requests.
  • Respond to user emails and maintain documentation of service desk interactions.
  • Analyze previous service requests to identify recurring issues and implement solutions.
  • Ensure all workstations are equipped with the latest drivers, patches, and security updates.
  • Create and restore images for workstations as needed.
  • Troubleshoot connectivity issues for both LAN and WLAN on desktops and laptops.
  • Set up new workstations and printers for network access.
  • Deploy newly acquired equipment and software to the existing infrastructure.
  • Manage the replacement and removal of outdated hardware and software.
  • Document all changes in accordance with inventory policies.
  • Collaborate with other IT staff and contractors to resolve issues efficiently.
  • Participate in internal meetings as required.
  • Update service desk requests on a daily basis.
  • Assist in developing installation guidelines 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.
  • A minimum of five years of experience in IT environments, focusing on PC hardware and software.
  • Two years of experience in help desk support with a strong understanding of PC operating systems.
  • Excellent communication skills and a commitment to customer service.

Preferred:

Three years of experience in:

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

Why Choose Interclypse Inc.?

  • We offer a dynamic work environment that adapts to your pace.
  • We prioritize a healthy work-life balance.
  • We value a passionate team dedicated to meaningful missions.
  • We invest in your professional growth and development.
  • We provide opportunities for mentorship in both technology and business.
  • We cultivate a culture of support and growth.

Employee Benefits:

  • Generous Paid Time Off (PTO) for vacations and personal time.
  • Parental and bereavement leave.
  • Comprehensive health insurance options.
  • Retirement plans with competitive matching.
  • Access to financial education and planning resources.
  • Employee assistance programs and life insurance.
  • Opportunities for professional development and educational support.

Equal Opportunity Employer:

Interclypse Inc. is an Equal Opportunity/Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.