Tier 1 IT Support Analyst

Maximus is a trusted federal partner supporting mission-critical programs for the Social Security Administration (SSA).

Through this partnership, Maximus delivers compliant, mission-driven services that help millions access vital healthcare information and benefits.

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.

Essential Duties and Responsibilities:

- 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.

Job-Specific Essential Duties and Responsibilities:
Responding to Support Requests

- Answering user inquiries via phone, email, chat, and ServiceNow tickets.

- Provide first-level (Level 1) support for common issues, escalating complex cases to higher-tier teams.

- Create, modify, and remove user accounts in AWS Connect and related systems.

- Manage permissions, roles, and access controls for agents and supervisors.

- Assist with helping users obtain system access in training sessions.

- Participate in various tasks and projects as needed.

Troubleshooting and Problem Resolution

- Diagnose and resolve issues related to AWS Connect features, phone systems, and integrations.

- Troubleshoot hardware, software, and network problems affecting call routing, recording, or agent performance.

- Follow up on unresolved tickets to ensure full resolution and user satisfaction.

- High school diploma or GED required and 2+ years of relevant professional experience required, or equivalent combination of education and experience.

Minimum Requirements:

- 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...