IT Customer Support Analyst (iTAC)

Prominent Edge; Gaithersburg (MD); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking IT Customer Support Analysts to join their team in Gaithersburg, MD. This role is pivotal in providing exceptional customer service and technical support to users of varying skill levels. You will be the face of the company, assisting with a wide range of inquiries related to hardware, software, and network operations. The ideal candidate will have strong communication skills, a knack for problem-solving, and a collaborative spirit. If you thrive in a supportive environment and are passionate about helping others, this opportunity is perfect for you.

Benefits

3 weeks paid time off per year

10 Holidays

401(k) matching

Comprehensive health care plan

Qualifications

• Experience in a service desk/help desk environment.
• Ability to resolve problems quickly using sound judgment.
• Knowledgeable in Windows, MacOS, iOS, and Android.

Responsibilities

• Assist end users with hardware, software, and network operations.
• Follow up to ensure customer satisfaction.
• Provide support over the phone, in person, or through technology.

Skills

Customer Service

Verbal Communication

Written Communication

Problem Solving

Interpersonal Skills

Analytical Skills

Education

Associate's Degree

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Microsoft Teams

Adobe

Internet Browsers

Job description

We are looking for IT Customer Support Analysts for the NIST iTAC in Gaithersburg, MD to join our team at Prominent Edge. We are a small, stable, growing company that believes in doing things right. This role serves as the customer-facing, single point to assist end users of all skill levels over the phone, in person, or by using other assistance technologies to address a wide variety of questions concerning hardware, software, and network operations as well as to follow up to ensure customer satisfaction.

Minimum Qualifications

• Demonstrated progressive experience in a service desk/help desk environment.
• Experienced working in a team-oriented, collaborative environment.
• Excellent customer service, verbal, and written communication skills. Proven ability to follow written and verbal instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations. Proven ability to resolve problems quickly using sound judgment.
• Knowledgeable in Windows, MacOS, iOS and Android operating systems.
• Proficient in Microsoft technologies, including Word, Excel, PowerPoint, Outlook, and Teams as well as with Adobe and with Internet browsers.
• Proven ability to learn new and/or changing hardware, software, and support technologies.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Demonstrated strong documentation skills.
• Ability to absorb and retain information quickly with a demonstrated ability to conduct research on a wide range of computing issues. Proven analytical and problem-solving abilities.

Minimum Education

• Associate’s degree with one year of responsible experience working with computer applications, operations, and systems experience, or equivalent to two years of course work from an accredited college or university and one year of responsible experience working with computer applications, operations, and systems or relevant experience as determined by the COR on a case-by-case basis.

W2 Benefits

• 3 weeks paid time off per year + 10 Holidays
• Six percent 401(k) matching, vested immediately
• We offer comprehensive health care plan(s) with nationwide coverage for you and your family.
• This organization participates in E-Verify.