Support Engineer

• Provides professional customer service and remote technical support via phone, email, or messaging application for end users, field technicians, and home office and management staff.
• Assists with the installation, provisioning and maintenance of network equipment including routers, switches, managed power devices, and access points.
• Assists with the installation, provisioning, configuration and maintenance of network connected VOIP phone systems.
• Follows documented processes to ensure proper functionality and accurate data.
• Troubleshoots and resolves connectivity and performance issues with broadband circuits including Fiber, Cable, DIA, and Cellular.
• Troubleshoots and resolves issues with PC hardware, software, peripherals, networked printers and all related cables and terminations.
• Assists field service technicians with complete branch office installations and moves.
• Resolves issues or follows proper escalation procedures to ensure issues are resolved in a timely manner.
• Opens and manages tickets for issues and provides regular detailed updates.
• Conduct root cause analysis for recurring issues to prevent future incidents.
• Works with hardware owners and project managers to develop and maintain training materials and documentation for field technicians, end users, and internal department use.
• Serves as a liaison between technical teams and business stakeholders.
• Provides remote training for end users and field technicians on new equipment, processes, and services.
• Provides in-person training on all equipment and documented processes for new hires.
• Assumes responsibility for related project work and duties as required or assigned.

IT Support Technician

• Provide advanced technical support and operational leadership across a complex enterprise computing environment
• Serve as a senior escalation resource for desktop, endpoint, and end-user support services
• Help ensure the timely resolution of incidents and service requests in accordance with established service level objectives
• Leverage expertise in Microsoft Windows, Microsoft 365, collaboration technologies, endpoint hardware, and enterprise support processes
• Provide leadership, mentoring, and technical direction to support personnel across multiple offices and project locations
• Drive continuous improvement initiatives, support operational reporting, and contribute to the strategic direction of Tier 2 support services

Senior IT Customer Support Analyst, Desktop Support

• The Skillbridge intern will train as a SIGINT Analyst (Operations Support Team)
• Actively train on meaningful projects and work closely with a mentor and with senior company leadership
• Provide 24/7 help desk support for SIGINT systems, troubleshooting deployed sensors, and coordinating with field personnel
• Assigned special projects as needed

SIGINT Analyst – Ops Support Team – SkillBridge Intern

• Provide onsite technical support for remote network engineering teams
• Troubleshoot network connectivity, PCs, IoT devices, printers, and related hardware
• Verify VLAN configurations and assist with wireless connectivity troubleshooting
• Check switch and router connections, cabling, ports, and device status
• Provide console access to network equipment using appropriate cables and tools
• Support network deployments, infrastructure upgrades, and post-deployment hypercare activities
• Diagnose and resolve technical issues while minimizing operational downtime
• Communicate findings, progress, and resolutions clearly to remote technical teams
• Maintain accurate documentation of onsite activities and completed work
• Travel frequently to assigned data centers based on project requirements

Network Support Technician

• Responsible for ongoing documentation, maintenance, monitoring, and deployment of hardware assets
• Expert in client's IT Operating Toolset – SalesForce, TeamWork, 7Geese, ITGLUE, Box.com, OKTA, Meraki.com, Avalanche, What's Up Gold, PDQ, PagerDuty
• Supports Handheld RF Hardware and related software, including Wavelink Avalanche, Wavelink ConnectPro, Wavelink Terminal Emulator & related Wavelink TE scripting
• Responsible for level 1 tech support of basic systems (non-WMS) issues and escalate internally or to outside resources as required
• Responsible for level 1 tech support of WMSAPPS (Synapse WMS, ProShip, NiceLabel) issues
• Resolve issues in a timely, accurate, and customer service focused manner
• Become an Operational Subject Matter Expert of Synapse working with operations and Information Systems
• Works with Information Technology management to manage systemic improvements
• Develop and maintain proper documentation of systems configuration and changes
• Participate in other IT and IT Support projects as required
• Occasional travel to Team Offsite Meetings, Customer Meetings, and Vendor events as required

IT Support Analyst

• Administer, maintain, and support Windows-based server and workstation environments supporting Navy engineering programs.
• Install, configure, patch, and troubleshoot operating systems, enterprise software, and server applications.
• Provide day-to-day systems administration for production, development, and test environments.
• Monitor system performance, availability, and security to ensure reliable operation of mission-critical systems.
• Diagnose and resolve hardware, software, database, and network-related issues in a timely manner.
• Participate in system upgrades, infrastructure modernization efforts, and continuous process improvement initiatives.
• Develop, maintain, and troubleshoot SQL databases, including writing and optimizing SQL queries, stored procedures, and database maintenance activities.
• Support and maintain PHP-based web applications and internal business systems.
• Perform routine application updates, configuration changes, and software deployments.
• Assist with testing and validating new software releases prior to deployment.
• Assist with user account management, permissions, Active Directory administration, and access control.
• Interface directly with government customers to gather requirements, resolve technical issues, and provide exceptional customer service.
• Collaborate closely with fellow system administrators, software developers, database administrators, and network engineers to support ongoing projects and operational requirements.
• Support backup and disaster recovery processes to ensure data integrity and system resilience.
• Coordinate with cybersecurity personnel to maintain compliance with DoD security requirements and STIG implementation.
• Participate in vulnerability remediation and system hardening efforts.
• Document system configurations, operational procedures, technical issues, and resolutions.
• Maintain accurate inventory of IT assets and system documentation.

• Act as first-line technical support for our customers by researching, diagnosing and resolving issues and questions
• Investigate escalated tickets and issues to determine proper resolution
• Coordinate with Technical teams and Customer Service management to create customer responses for support issues
• Evaluate, troubleshoot, replicate and follow up on customer reported issues with Technical teams
• Document issues or requests to identify user needs
• Replicate, research and document issues for Technical teams to resolve
• Engage with Technical and Product teams in order to resolve customer issues and incidents
• Create knowledge base documentation in order to ensure operational efficiency
• Answer customer email requests, questions and complaints in a timely manner
• Become an expert on our suite of tools and website
• Perform research and analysis as needed

Support Analyst

• Effectively managing incoming emails, social media inquiries, and some inbound calls
• Building sustainable relationships of trust and generating help through open and interactive communication
• Providing accurate, valid, and complete information about guided meditation courses, meditation practices, app functionality, and partner policies
• Handling both client and/or partner feedback and/or complaints. Provide appropriate solutions and alternatives within Service Level Agreement requirements, and follow-up to ensure resolution
• Following communication procedures, guidelines, and policies. Research answers or solutions as needed
• Taking the extra mile to engage customers and act as a representative of the partner brand, truly becoming an expert in the partner's product and service
• Troubleshooting (walking customers through the app, and escalating anything that may be a bug and not just basic troubleshooting)

Technical Support Specialist – Healthcare

• Become an expert on Samsara’s product portfolio of complete Internet of Things (“IoT”) solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
• Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
• Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
• Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our end users.
• Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
• Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Technical Support Engineer

• Deliver customer service and technical support during field visits or dispatches.
• Provide remote support from the Support Center, handling incidents and service requests via PSA ticketing system, phone, email, and voicemail.
• Apply best practice troubleshooting methods to diagnose and resolve technical issues.
• Document all incidents, service requests, and actions taken in the PSA ticketing system.
• Keep customers informed on the progress and resolution of their requests.
• Escalate complex issues to the appropriate teams.
• Collaborate with users to identify problems and recommend solutions.
• Assist with new projects and initiatives as assigned by the Project Management Office (PMO).
• Track, monitor, and maintain Support Center and Field metrics and KPIs.
• Safely operate vehicles and utilize field automation tools.

Support/Field Analyst

• Provide up-to-date technical and scientific support for complex biotechnology products.
• Respond to product inquiries/requests.
• Contribute to the development and launch of new biotechnology solutions.

Technical Support Scientist

• Work closely with customers and design teams in prioritizing data and information requirements
• Provide analytic and consultative support to a broad spectrum of internal customer areas and external business partners
• Mentor colleagues with less experience on both the technical and business aspects of project work
• Create and/or develop new methods of analysis, database design and performance measurement
• Perform modeling of data sources and flows
• Develop and maintain moderate-to extremely-complex computer programs using 4GL programming languages (such as SAS, R, SQL)

Lead Decision Support Analyst

• Provide hardware and software support to a diversified staff and end-user population
• Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals
• Provide VIP desktop and User support
• Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required
• Provide software support for users of NIH-provided applications
• Use an IT ticket system to receive and track the trouble tickets, and ensures that tickets are resolved, and closing out with the customer and in the system

Desktop Support Technician

• Support projects serving public sector clients.
• Perform assigned research in various project specific topic areas (policy, economics, etc.).
• Provide action tracking to support a project manager.
• Organize deliverables and documents in both an MS Teams and SharePoint environment.
• Manage workflow process management support.
• Create project specific templates in MS Word, PowerPoint, Excel, or MS Forms.
• Support project travel by booking and planning all travel within various federal, state or local travel systems.

Entry Level Project Support Analyst

• Load and maintain group information and benefit files. (20%)
• Interact and provide support activities to Account Managers and/or Sales Executives. (20%)
• Resolve benefit inquiries received from Account Managers, producers, sales reps and small market clients. May coordinate meetings, projects, implementations with clients and core partners. (20%)
• Handle error management and ensure files are corrected. (20%)
• Analyze/coordinate the implementation of new products, group changes, benefit enhancements, non-standard benefits and activities related to mass updates. (10%)
• May assist with training new employees. (10%)
• Other duties as assigned or requested.

Account Support Analyst – SES

• Lead and manage a multidisciplinary courseware team
• Oversee project performance, including cost, quality, and schedule reporting
• Translate contractual Statements of Work (SOW)
• Maintain integrated internal/external schedules
• Track and mitigate Risks, Issues, and Opportunities (RIO)
• Manage supplier relationships
• Drive continuous improvement of processes and tools
• Provide workforce leadership
• Prepare and deliver executive-level briefings

Support Engineering Manager

• Serve as Tier 1 / Tier 2 support for users of our Enterprise Cloud Solutions products via phone, IM, and email during East Coast business hours
• Handle routine service requests including password resets, permissions/access requests, and account provisioning
• Troubleshoot and resolve issues with AWS Workspaces, including connectivity, performance, and configuration problems
• Escalate and track complex incidents using the team's ticketing system
• Assist users with identity and access management (IAM) issues, including cloud role permissions, IDAM, authentication and SSO problems
• Support VPN-related inquiries and connectivity issues (i.e. AppGate) for remote end-users
• Perform initial cloud networking diagnostics and assist with escalations
• Document recurring issues and contribute to the internal knowledge base to reduce repeat ticket volume
• Collaborate with senior cloud engineers and operations staff to resolve complex incidents
• Participate in team standups and contribute to continuous improvement of support processes

Cloud Support Engineer

• Manage clinical applications and supporting infrastructure
• Assist in capturing capability needs
• Collaborate with cross-functional teams
• Support requirements testing
• Communicate with team members and clients

Associate Technical Analyst

• Providing Tier 1 through Tier 3 help desk support for both internal CMS users and external State Medicaid Agency (SMA) users of the MESH platform, including triage, troubleshooting, escalation, and resolution
• Receiving, logging, and managing support tickets in CMS ServiceNow and Jira, ensuring complete and accurate documentation of issues, root cause, and resolution steps
• Diagnosing functional and technical issues across the Salesforce-based MESH platform, integrations (T-MSIS, MBES/MacFin, Microsoft 365, CMS DataConnect), and supporting CMS enterprise tools (IDM/Okta, EUA, GitHub, Box)
• Walking users through configuration, navigation, submission workflows, and report features; producing clear written and verbal guidance suited to varying levels of technical familiarity
• Monitoring system status, alerts, and tickets during after-hours and extended-hours coverage windows that span all U.S. continental time zones, Alaska, Hawaii-Aleutian, Guam, CNMI, American Samoa, Puerto Rico, and the U.S. Virgin Islands
• Following documented Service Level Agreements (SLAs) for response and resolution, including expedited handling of priority incidents that affect production stability, user access, or critical workflows
• Coordinating with development, QA, security, and DevOps teams to escalate complex issues, capture diagnostic information, and validate fixes prior to closure
• Supporting scheduled maintenance windows that fall outside standard Eastern-time business hours and communicating planned outages and changes to affected users
• Maintaining and improving the MESH knowledge base, including FAQs, Quick Reference Guides (QRGs), troubleshooting articles, and policy/process guidance, in accordance with CMS approval workflows
• Identifying recurring issues and trends from ticket data and recommending automation, process, or training improvements to reduce ticket volume and improve user satisfaction
• Supporting onboarding of new users, including walk-throughs of access provisioning, MESH navigation, and submission/reporting workflows; conducting training sessions and producing 508-compliant training materials
• Producing weekly, monthly, and quarterly metrics on ticket volume, response and resolution times, user satisfaction, and trends for inclusion in CMS operational reports
• Ensuring all support interactions and ticket data handling align with CMS privacy, data retention, accessibility (Section 508), and security requirements, including audit trails for all actions

Technical Support Analyst

• Provide support of hardware and software solutions deployed in clerical, clinical, and work-from-home environments
• Assist staff with the installation, relocation, configuration, and ongoing functionality of desktop computers, peripheral equipment, and software within established standards and guidelines
• Computer imaging and hardware troubleshooting of both laptop and desktop computers along with a thorough understanding of Microsoft operating systems and accompanying software
• Maintain inventory levels and facilitate and track shipments of IT equipment to end users
• Act as liaison between IT and Branch Sites/Offices for various IT and Operational projects and evolutions
• Monitor and complete all support and project-related tasks and activities
• Enter, monitor, and complete all entries in the Support Desk tracking system
• Interact with Subject Matter Experts (SMEs) from other IT teams to resolve user issues
• Utilize industry best practices to maintain appropriate level of LAN/WAN and computer systems security as established
• Identify and work with Cyber Team support staff to rectify any noted deficiencies

Support Engineer jobs in Maryland

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IT Support Technician

Senior IT Customer Support Analyst, Desktop Support

SIGINT Analyst – Ops Support Team – SkillBridge Intern

Network Support Technician

IT Support Analyst

IT Support Analyst

Support Analyst

Technical Support Specialist – Healthcare

Technical Support Engineer

Support/Field Analyst

Technical Support Scientist

Lead Decision Support Analyst

Desktop Support Technician

Entry Level Project Support Analyst

Account Support Analyst – SES

Support Engineering Manager

Cloud Support Engineer

Associate Technical Analyst

Technical Support Analyst

IT Field Support Technician