Tier 1 IT Support Analyst

Maximus; Baltimore (MD); On-site; USD 31,000 - 44,000; Full time

Job summary

Maximus is seeking a Tier 1 IT Support Analyst to provide first-level technical support for SSA ITSSC II users in a 100% onsite role in Baltimore, MD. The position requires a Public Trust clearance and readiness for SSA vetting after offer acceptance.

Responsibilities include handling inquiries via phone, email, chat, and ServiceNow, resolving hardware/software issues, and managing user accounts and access controls for disparate systems and proprietary applications.

Qualifications

• High school diploma or GED required or equivalent experience.
• 2+ years of Tier 1 IT support.
• Experience with laptops running Windows OS and Office 365.
• Experience using IT Service Management tools for ticket logging.

Responsibilities

• Provide first-level IT support via phone, email, chat, and ServiceNow tickets.
• Diagnose and resolve basic technical issues with hardware, software, and network.
• Create, modify, and delete user accounts in AWS Connect and related systems.
• Manage permissions and access controls for agents and supervisors.

Skills

Tier 1 support

Windows OS

Office365

ServiceNow ITSM

Onsite work

Education

High school diploma or GED

Tools

ServiceNow ITSM

Job description

Tier 1 IT Support Analyst## General informationDateWednesday, October 28, 2026CityBaltimoreStateMDCountryUnited StatesWorking timeFull-time## Description & RequirementsMaximus 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 **T****ier 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.**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.Minimum Requirements- 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.**Preferred Qualifications:**- 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.**Shift Availability:**Candidates must be available for one of the following fixed shifts, Monday through Friday:**Morning Shift:** 8 a.m. – 4:30 p.m. ET**Afternoon Shift:** 10 a.m. – 6:30 p.m. ET| || --- || #techjobs #clearance #veteransPage |EEO StatementMaximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.Pay TransparencyMaximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.**Accommodations**Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at **[e-mail]**.**Minimum Salary**$ 26.92**Maximum Salary**$ 26.92