FEI Systems · 2 months ago
Desktop Support Analyst (On-site)
Columbia, MD 21044, USA
Full-time
Onsite
Entry, Mid Level
$50K/yr - $65K/yr
2+ years expFEI Systems is dedicated to creating innovative technology solutions that enhance the delivery of health and human services. They are seeking a Desktop Support Analyst to join their team in Columbia, Maryland, where the successful candidate will manage IT issues and provide proactive customer support in a dynamic environment.
Information ServicesInformation Technology
No H1B
U.S. Citizen Only
Responsibilities
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
Qualification
Required
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 activities
Excellent verbal and written communication skills
Must be a team player and have the ability to work independently
Must be either a US Citizen or Green Card holder
Experience with deployments of applications, patches and configuration changes in pre-production and production environments
Experience supporting environments with systems running on Microsoft OS
Knowledge of system monitoring tools such as SCCM, Azure, and others
There is minimal travel required, i.e., less than 10% of the time
Understanding of Windows and *nix operating systems to the degree of operating and diagnosing for issues
Strong oral, written and communication skills
Preferred
Experience with Ivanti ITSM or other ticket systems
ITIL Foundations certification
Familiarity with MS Office and MS System Center tools
Experience with face-to-face customer interactions
Strong technical and communication skills
Company
FEI Systems
FEi is a leading information technology, services, and analysis
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Craig Steffen
Chief Executive Officer
Jiao Gu
President & CEO
Recent News
GlobeNewswire
2026-01-22
Maryland Daily Record
2025-08-13
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