IT Support Analyst

COPT Defense Properties is seeking an onsite IT Support Analyst in Columbia, MD to provide Tier I/II desktop operating system and application support for end users. In this role, you will support help desk operations, manage workstation and asset workflows, and assist with account-based administration tasks as needed.

This position supports day-to-day IT service delivery, including ticket monitoring, user onboarding and offboarding, and coordination of equipment moves and conference room technology setups. You will also contribute to documentation and support knowledge resources to help keep systems running reliably.

Responsibilities

• Monitor the ticketing system to document, assign, and resolve end user technical problems.
• Follow up with customers to confirm appropriate resolutions have been implemented.
• Image, configure, customize, assign, and deliver workstations for new users, upgrades, and PC re-images.
• Conduct new user orientation as appropriate.
• Retrieve, re-image, and store PC equipment from separating employees, temps, contractors, and consultants.
• Maintain the PC image library.
• Perform PC workstation, peripheral, and IT phone moves for physical moves involving employees, temps, contractors, and consultants.
• Set up laptops and projectors for conference room meetings at HQ.
• Maintain inventory records and assist with asset management, including monitoring repairs and procuring IT-authorized hardware and software.
• Assist with Active Directory domain account administration as required.
• Onboard and offboard users by helping create and suspend domain, email, VOIP phone, and application accounts as necessary.
• Create, update, and request documentation from team members to ensure knowledge of systems and applications is available.
• Contribute to a knowledge center and help introduce efficiencies to support processes, including self-help resources when appropriate.
• Collaborate with IT staff across all areas of support.
• Perform other job-related duties as assigned.

Requirements

• Bachelor’s in Computer Science, Engineering, or a related discipline, or an equivalent combination of education and experience.
• A+ and Network+ certifications, or equivalent.
• 1 year of related experience providing Tier I and Tier II desktop operating system and application support and customer service.
• 1 year of experience in an Active Directory and Microsoft Exchange environment preferred.
• Experience using IT management tools, including Service Now, Quest Kace, Meraki, End Point Manager, and MS 365 Admin.
• Network and desktop knowledge with Windows Server 2016/2019/2022 and desktop technologies including Windows 10/11.
• Experience with Outlook, Visio, Project, and MS Office 365.
• Experience with client hardware including workstations, laptops, tablets, and Apple iOS devices.
• Experience with system management and MDM software (Meraki/End Point Manager).
• Strong TCP/IP knowledge, including firewall configuration experience.
• Excellent communication and customer service skills.
• Ability to prioritize and problem solve.
• Strong time management and sense of urgency.
• Troubleshooting skills to resolve issues.

Technologies

• Active Directory
• Microsoft Exchange
• Service Now
• Quest Kace
• Meraki
• End Point Manager
• MS 365 Admin
• Windows 2016, Windows 2019, Windows 2022
• Windows 10, Windows 11
• Outlook, Visio, Project, MS Office 365
• MDM Software
• Apple iOS
• TCP/IP
• VOIP phone, IP telephony

Benefits

• Market-leading health benefits including medical, dental, vision, and prescription.

Pay Range

USD 38,500 - 77,500 per year