• Help Desk Technician Tier III/VIP Support

    Job Locations US-MD-Silver Spring
    Posted Date 4 days ago(5/17/2018 10:39 AM)
    Requisition ID
    # of Openings
    Job Function
    Information Technology
    Job Schedule
    Regular Full-Time
  • Overview

    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.



    • Provide analysis and technical assistance to NMFS VIP community, including;      

                 o Desktop hardware/software support and troubleshooting
                 o Microsoft Office Suite (Word, Power Point, Excel, Outlook)
                 o Printers
                 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

    • Team lead on all meeting set ups, teleconferencing, webinars
    • Accurately document and report problems using the iSupport ticket management system by categorizing, prioritizing, and keeping incident status up to date
    • Provide remote desktop support primarily using BOMGAR
    • Work with other teams in the OCIO to conduct compatibility tests when the newest web browser, Java, Operating System, or other new software that are being considered for deployment.
    • Using pre-defined templates -- document Standard Operating Procedures (SOPs) for performing repeatable tasks, and create User Guides that walk customers through the steps of using and configuring various technologies – example: a document on how to setup and use Google Hangouts
    • Serve as a point of escalation to other technicians on the team who require technical assistance

    The Ideal Candidate will Possess the Following Additional Education and Experience

    • High School Dipl3) years of relevant Help Desk experience required
    • Government experience preferred
    • Strong verbal and written communication skills
    • Strong analytical and critical thinking skills
    • Ability to handle stress and work well under pressure
    • Ability to multi-task between phone, email, and in person customers while maintaining a friendly demeanor
    • Strong interpersonal, customer service and general soft skills\
    • Strong deductive listening and reading comprehension
    • Strong oral and written communication skills
    • Initiative to develop personally and professionally without prompting
    • Must be able to work in a team environment and individually
    • Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
    • Adaptable, flexible and able to deal with ambiguity and change

    Physical Requirements:

    • Ability to sit for up to 80% of time
    • Ability to reach for or file documents up to 10% of time
    • Work is performed in a fast-paced Information Technology environment
    • Work is performed in an office environment with a low to moderate noise level

    Additional Requirements as per contract/client:

    • Ability to obtain and maintain a Public Trust Security Clearance
    • United States Citizenship

    EEO Statement

    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.


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