MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.
The Tier III/VIP support specialist primary job responsibilities are to operate in a Tier 3 Help Desk Specialist role addressing all issues and contact with National Marine Fisheries Services (NMFS) VIP community. Help desk issues that can’t be resolved on the first touch or subsequent follow up by the Tier 1/2 team, will be escalated for further research and follow-up by the Tier III/VIP Specialist. Leveraging remote desktop technologies and using sound troubleshooting methodologies are required. This role entails significant face time with VIP’s and management users.
Additional responsibilities may include back up activities for the first level analysis and triage, when needed, to support the team. First contact level one analysis occurs via phone, e-mail, or walk-ups.
The Tier III/VIP Specialist will interface with multiple levels of customers including standard users, Management, VIP’s and Technical Staff. This position will communicate and operate across all support tiers providing updates to users regarding the status of issues and requests until resolved. A primary goal of this position is to ensure the timely closure of outstanding tickets within a reasonable period to satisfy service level agreements with our customer.
o Desktop hardware/software support and troubleshooting
o Microsoft Office Suite (Word, Power Point, Excel, Outlook)
o New devise deployments
o Mobile devise liaison between provider and VIP
o System Encryption
o System imaging
o E-mail configuration and distribution list management
o Account provisioning and management via Active Directory
o Virus/malware remediation
o Third-party, web-based applications
Additional Requirements as per contract/client: