The Tech III will act as lead and subject matter expert for the Help Desk Team. The lead will be responsible for general quality control and act as a point of contact in the supervisor’s absence.
May work with client’s support personnel, as appropriate, to resolve issues.
Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.
Occasionally lifts, carries or otherwise moves items wighing up to 25 lbs.
Works with/escalates problems to corporate support, as needed. Coordinates efforts with MAXIMUS Corporate Office Help Desk.
Architect enterprise level technology solutions for business needs.
Lead/Facilitate troubleshooting sessions for internal/external customers.
Updates help desk tickets and documentation of problem resolutions and processes for shared team knowledge.
Must remain in a stationary position for an extended period of time.
Will provide “On Call” support during emergency situations.
Provides assistance to staff in a resourceful polite manner while exhibiting an excellent customer service attitude.
Performs other duties as may be assigned by management
The Ideal Candidate will Possess the Following Additional Education and Experience
High school diploma is required
Bachelor’s degree in the field of computer science or a related field preferred
3 years of experience
Highly self-motivated and directed with exceptional written and oral communication skills
Able to execute multiple complex tasks simultaneously and have the ability to work as a team member, as well as independently in a fast-paced, deadline-oriented work environment
Able to be proactive, and have an analytical approach to identifying issues and solutions
Able to develop working relationships with staff at all levels and must be organized and have great attention to detail
Knowledge of computer hardware, including desktops, laptops, network switches, wireless Aps, and telecom
Extensive application support experience with VoIP, Microsoft, McAfee, Exchange, and Lync/Skype for Business
Knowledge of programming and scripting languages
Experience in configuring and resolving wireless device issues including email synching and security
Ability to accommodate after hours support and shift rotation
Experience working with 3rd party support organizations including Dell, Microsoft, and other support desks
Responsible for adhering to established safety standards
Must be able to remain in a stationary position for an extended period of time
Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds
Work is constantly performed in an office environment
EEO Statement Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you
A committed and diverse workforce is our most important resource.
MAXIMUS is an Affirmative Action/Equal Opportunity Employer.
MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.