Desktop Support Analyst; On-site

Maryland office
10980 Grantchester Way
Columbia, MD 21044, USA

At FEI Systems, we create innovative technology solutions to improve the delivery of health and human services because we know when cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people.

We’re looking for a desktop support analyst who shares our commitment to leveraging technology to make a real impact in the world – a professional who knows, beyond all else, that the quality of our products and services is only as good as the company we keep.

Job Summary: The qualified applicant will become part of FEI’s desktop support team in our Columbia, Maryland corporate office, helping to manage the end-to-end IT issues and proactive customer support. The successful candidate will be able to work in a dynamic, energetic environment. Multi-tasking, time-management, and customer relationship skills will be keys for success.

• Provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and support the internal IT Help Desk
• Working under general direction and as appropriate independently analyzing and resolving problems
• Performs immediate analysis of customer problems and directs the implementation of corrective action to restore function and avoid recurrence
• Control and coordinate with IT deployments of applications, patches and configurations changes
• Communicate clear, accurate and timely status information to client management, marketplace partners, and external stakeholders during high-impact operational incidents
• Functions as the single point of contact for problem escalation and resolution as required
• Records all incidents while maintaining accountability and ownership until resolved
• Interfaces with appropriate technical personnel for customer problems
• Aid in the resolution of technical issues preventing normal business processes from completing
• Utilize Ivanti Service Management tool to log, update and resolve tickets, following all standard operating procedures and customer SLA’s
• Responsible for monitoring the resolution of open issues and ensuring that all telephone and electronic inquiries are resolved in a timely manner
• Assist with onboarding of new users
• Install test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Handles escalated situations while assuring quality outcomes
• Participates with management in identifying volume trends, as well as best practices to create greater process efficiency
• Identifying and recommending improvements to processes as needed
• Developing Standard Operation Procedures (SOP’s) and detailed work instructions as required
• Adheres to FEI’s corporate policies, initiatives and directives
• Ensure adherence to quality standards
• Respond to customer service requests and inquiries as needed
• Responsible for administration and internal support of the company pc’s, printers, servers and related equipment
• End user support, license tracking, pc maintenance, upgrades and configuration
• Ensure quality responses are achieved and implement creative solutions to ensure customer satisfaction
• Participate in planning and coordination efforts, and perform maintenance following standard operating procedures
• Interface with vendors for support
• Provide nighttime and weekend maintenance and production support, as needed
• Performs other duties and responsibilities as assigned

• A B.A. or B.S. in a technical field and 2 years experience preferably in Healthcare, customer service and/or Information Technology or a relevant combination of education and experience
• IT Help Desk/ Customer Service experience
• Must possess sharp attention to detail, have proven organizational skills, time management, prioritization and also employ a rigorous process for all follow-up/coordination…