Duties and responsibilities:We are looking for an IT Analyst with excellent communication skills, ability to learn and grow and be a part of our successful team. The individual would work under the Chief Technology Officer supporting internal and external customers with IT tasks, such as on-site network installations, remote network troubleshooting, security hardening of Multifunctional devices (MFPs) for external customers. Also requires the ability to support internal customer with IT issues when needed. The IT Analyst must be able to change tasks quickly and adapt to a fast-paced environment.Primary daily responsibilities include: Manage escalated technical desktop support incidents and provide functional support and assistance to a local and nation-wide customer base, following specific processes and guidelines to ensure that tasks are completed consistently and efficientlyReceive and respond to customer inquiries, requests, and escalations via telephone, emailLog all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolutionTroubleshoot and resolve problems to satisfy requests. Do any necessary research and on the job training necessary to resolve incidents in a timely and efficient mannerFollow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution timesWhen needed, responsible for IT portion of installation of equipment working with CTI service department, customers IT department and temporary subcontractorsSupport maintenance of CTIs computer equipment, including hook-up, configuration, parts replacement, and technology refresh recommendationsCorrectly refer unresolved problems to high level support technicians and/or groups when the situation requires itImprove knowledge of, and ability to operate, all technical support tools and technologiesAbility to learn/explain to customers all of the software solutions offered with the equipment being installedProvide end user training in small group sessions as well as perform new employee orientationParticipate and/or lead in supporting IT requirements for events such as conferences, shows or customer presentationsContribute technical solutions to the IT Knowledge BaseParticipate in projects and initiatives as directed by the CTO.Minimum Qualifications3-6 years IT support experience on a corporate Service Desk or in another technical support roleHold any of the following valid A+, Security +, Network+, ITIL, MCP, or equivalent certificationsDemonstrated knowledge of PC hardware, software, components and troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices, Data base knowledge is a plus.Strong customer service skillsProficiency in Microsoft products and operating systems, certifications preferredExcellent writing, communication, and interpersonal skillsStrong Analytical, troubleshooting and problem solving skillsFamiliarity with resolving remote connectivity issues.Ability to deal with multiple priorities in a fast-paced environment is a must.Must be a United States citizen.Salary and company benefits:Starting salary dependent on experience/fitLow cost comprehensive health insurance: CTI pays for 50% of the monthly premium and the majority of your health insurance deductible costsComprehensive 401koffering including low-cost mutual funds CTI contributes an amount equal to 3% of your salary into your 401k regardless if you contributeStartingtwo weeks paid vacation,one week paid sick leave per yearWorkers compensation and long-term disability insurance paid for by CTI which pays for 60% of your salary until age 65Company paid for $100,000 life insurance to each employee to the beneficiary of the employees choiceRemote work during COVID CTI provides everyone with a laptop, monitors, and all peripherals necessary for 100% remote work. We utilize Microsoft Teams and other software to facilitate teamwork and communication. Eventually we want to return to the office in Rockville but until it is 100% safe to do so, we are working remotely.by Jobble