Technical Support Analyst

Sealing Technologies, a Parsons Company•Stevensville, MD

7d•Hybrid

About The Position

Sealing Technologies, a Parsons Corporation company, is a trusted partner in providing powerful edge computing hardware and defensive cybersecurity solutions to protect the Federal Government and private enterprises. Our goal is to support the federal government, our allies, mission partners, and private industries in accomplishing their cybersecurity and defense objectives efficiently and securely through cutting-edge hardware, engineering, and integration services. Sealing Technologies, a Parsons Company, is looking for a motivated Technical Support Analyst to join the team. In this role, you will provide Tier 1 and Tier 2 technical support to end users, ensuring timely resolution of hardware, software, access, and network-related issues. This role plays a critical part in maintaining service quality, improving support processes, and enhancing overall user satisfaction.

Requirements

U.S. Citizenship.
2+ years of hands-on Tier 1 and Tier 2 technical support or helpdesk experience.
Strong troubleshooting and problem-solving skills across hardware, software, and network environments.
Experience with ticketing systems and technical documentation.
Ability to work flexible hours, as we collaborate with end users across different time zones.
Ability to analyze support data and identify trends.
Strong communication skills and ability to collaborate across teams.
Experience drafting technical bulletins or knowledge base articles.
Experience with Linux operating systems.
CompTIA A+ Certification or equivalent experience.
Competent in Microsoft Office Suite.

Nice To Haves

Experience coordinating RMAs and working with hardware vendors.
Prior onsite support or field service experience.
Familiarity with SAAS or service management best practices.
Ability to obtain a security clearance

Responsibilities

Provide Tier 1 support with basic troubleshooting to identify the issue.
Provide Tier 2 technical support for hardware, software applications, systems access, and network issues.
Troubleshoot, diagnose, and resolve incidents within established service-level expectations, escalating complex issues when necessary.
Accurately document tickets, troubleshooting steps, and resolutions to maintain a reliable and up-to-date knowledge base.
Collect, analyze, and interpret service desk data to identify trends, inefficiencies, and opportunities for operational improvement.
Identify recurring issues and recommend proactive solutions to reduce incident volume and improve system reliability.
Collaborate with program teams, production staff, and quality teams to enhance systems, workflows, and support processes. Ability to work with multiple internal teams.
Participate in continuous improvement initiatives focused on service delivery, efficiency, and user satisfaction.
Coordinate and process Return Merchandise Authorization (RMA) requests with hardware vendors, including diagnostics, warranty verification, and replacement tracking.
Perform hands-on diagnostics and repairs for systems onsite at customer locations as required.