IT Technical Senior Support Analyst

Position Title: IT Technical Senior Analyst

Duration: 6 months contract to Hire

Rockville,MD

Onsite with some travel in 40 miles radius

Essential Functions, Roles, and Responsibilities

• Collaborate closely with IT Operations, IT Infrastructure, and Service Management teams to ensure IT services are delivered on time and meet quality standards.
• Diagnose and resolve hardware and software issues in accordance with corporate IT standards and ITIL best practices.
• Serve as the primary liaison with vendors to coordinate hardware repairs or replacements, manage software updates, and support help desk operations for both internal and remote users.
• Administer and manage user, group, and endpoint accounts.
• Provide onsite and remote support to scientific laboratories, assisting with the integration of analytical and measurement instrumentation with data management systems; recommend new equipment and software solutions as required for project and data needs.
• Deliver technical support for workstations, servers, storage systems, and network infrastructure.
• Partner with the IT Infrastructure team to monitor network performance and proactively identify and resolve potential issues.
• Maintain and update documentation and knowledge bases related to standard operating procedures and hardware configurations.
• Collaborate with executives and PhD‑level scientists on special project teams.
• Participate in an on-call rotation and provide after-hours technical support as needed.
• Perform other duties as directed.

Professional Competencies

• Advanced experience managing users, licenses, and security policies.
• Demonstrated proficiency in mobile device management (MDM) and endpoint management using MS InTune.
• Proficiency in managing user accounts, groups, permissions, and security policies using Active Directory or EntraID.
• Advanced experience with Windows, macOS administration.
• Understanding of LAN/WAN, VPNs, and network troubleshooting.
• Familiarity with platforms like Microsoft Azure, AWS, or Google Cloud.
• Knowledge of cybersecurity best practices, threat detection, and incident response.
• Advanced ability troubleshooting hardware, software, and peripheral devices.
• Ability to write scripts (PowerShell, Python, Bash) to automate IT processes.
• Familiarity with ticketing systems like ServiceNow.
• Demonstrated proficiency with enterprise-level collaboration tools and productivity software.
• Ability to support AV systems and digital signage solutions.
• Ability to analyze, diagnose, and resolve complex technical issues while identifying underlying causes to prevent recurrence.
• Demonstrated ability and knowledge of computer systems including network infrastructure, servers, and workstation administration.
• Demonstrated ability to work independently in a complex technical environment.
• Demonstrated high level organizational and multi-tasking skills.
• Ability to work with executives, and PhD level scientists and participate on special project teams.

Experience and Education Requirements

• Bachelor's degree in computer science or equivalent combination of education and experience.
• Minimum 5 years of experience in a similar role.
• Knowledge of PowerShell or scripting languages is a plus.
• Experience with ITIL frameworks or certifications (e.g., ITIL Foundation) is a plus.
• Certifications such as CompTIA Network , Security , or Microsoft certifications (MCSA, Azure Fundamentals, MS-102, MD-102) is also a plus.