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# Tier 1 IT Support Analyst

- **Company:** Maximus, Inc.
- **Location:** Baltimore, MD, United States
- **Salary:** $55,994.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Amazon Web Services, Microsoft Office, Data Logging, ServiceNow IT Service Management, Peripherals, Information Technology, Application Client
- **Published:** October 28, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c96b95791d80a962

## About the Role

* High school diploma or GED required and 2+ years of relevant professional experience required, or equivalent combination of education and experience., * At least 2 years of experience providing Tier 1 IT support services to customers.
 * At least 2 years of experience working with laptops running Microsoft Windows OS and Ofice365 suite.
 * At least 1 year of experience using an IT Service Manager application for logging tickets and requests.
 * Strong communication and interpersonal skills with the ability to collaborate effectively with customers.
 * Ability to work 100% onsite in Baltimore, MD, five days per week.
 * Ability to obtain and maintain a Public Trust clearance.

Additional Required Skills:

 * Experience with using ServiceNow IT Service Management.
 * Strong communication and interpersonal skills with the ability to collaborate effectively with customers.
 * Flexible and positive attitude with interest in learning new technical skills.
 * Strong problem-solving skills and the ability to work in a fast-paced environment.
 * Strong understanding of IVR terminology and services.
 * Ability to work independently and collaboratively with customers and technical teams.
 * Passion and understanding of technology., * Experience supporting AWS Connect or another cloud-based contact center platform.
 * Strong written and verbal communication; ability to engage customers and respond effectively to questions.
 * Self-starter, highly motivated individual who adapts to a dynamic work environment.
 * Strong attention to detail with an ability to operate effectively across multiple priorities.
 * Prior Federal government experience.
 * Strong analytical and problem-solving skills.
 * Experience with and/or ability to use call center telephony equipment.
 * Experience in customer support or call center support
 * Proficiency in Microsoft Office Suite.
 * Government experience preferred.
 * Excellent attention to detail and good analytical skills.

## Description

Maximus is seeking a Tier 1 IT Support Analyst to support the Social Security Administration (SSA) Information Technology Support Services Contract II (ITSSC II). This position provides first-level technical support for users of AWS Connect and related systems in a fast-paced contact center environment.

The role is 100% onsite in Baltimore, Maryland. Selected candidates must be able to obtain and maintain a Public Trust clearance.

Employment is contingent upon successful completion of a SSA vetting process after job offer acceptance., * Responsible for responding to telephone calls, emails, and personnel requests for technical support.

 * Identify, research, and resolve technical problems.
 * Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.
 * Provide hardware support of laptops such as installing replacement hardware or upgrading hardware.
 * Support software/hardware on equipment such as; scanners, copiers, printers, monitors, and other peripherals.
 * Assign username, password. and access right permissions for multiple proprietary applications, as well as client software.