Encompass (IT) Security Services is a full services technology service provider located in Bowie, MD. Our services range from enterprise planning and implementation to Cyber Security. Our clients include federal, state and local governments, non-profits and other corporate entities.

Analyzes and responds to enterprise application support requests, including
directing the user to knowledgebase articles or elevating to vendor support or
BCPS Tier 2 and 3 support team members as appropriate.
• Demonstrate a strong understanding of existing knowledgebase articles, their
location and be able to direct users to them when appropriate.
• Demonstrate an understanding of the interdependence of various enterprise
applications in order to determine appropriate support pathways.
• Utilize an online ticketing system to route, monitor and respond to support
requests within identified timeframes in service level agreements.
• Provide tier one support to end users in the effective use of enterprise
applications.
• Demonstrate effective verbal and written communication skills.
• Track support requests to identify reoccurring and outstanding issues.
• Assist with maintaining and assigning appropriate user rights within specific
enterprise applications.
• Work collaboratively with programmers, developers and quality assurance testers
to ensure effective and efficient use of applications.
• Gather and deliver user feedback to product owner.
• Review, correct and prepare documents and reports as they relate to student
data under the direction of the supervisor,
• Reconcile discrepancies between state and local student information,
investigating and troubleshooting issues and implementing corrective actions
once approved.
• Process a variety of internal and external requests for student information

• Knowledge of school system policies and office procedures.
• Knowledge and application of spelling, grammar, and arithmetic.
• Strong written and oral communication skills.
• Knowledge of personal computers and office software packages.
• Knowledge of enterprise applications.
• Skill in maintaining databases, spreadsheets, and logs.
• Skill in operating personal computers and related office equipment.
• Skill in providing routine information to telephone callers and office visitors.
• Ability to communicate effectively both in writing and verbally.
• Ability to perform basic mathematical computations.
• Ability to establish and maintain effective working relationships.

All your information will be kept confidential according to EEO guidelines.

U.S.A. Citizenship or Green Card