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.