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.

Minimum Requirements

'- 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% 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.

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

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Maximus 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.

Minimum Salary

$26.92

Maximum Salary

$26.92