• Help Desk Support Technician

    Job Locations US-MD-Suitland
    Posted Date 4 weeks ago(5/21/2018 4:24 PM)
    Requisition ID
    # of Openings
    Job Function
    Help Desk
    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 National Oceanic & Atmospheric Administration’s (NOAA’s) Office of Satellite and Product Operations (OSPO) maintains two primary constellations of environmental satellites: polar orbiting and geostationary satellites. Polar orbiting Operational Environmental Satellites (POES) missions contain sensors that generally support longer range weather forecasting and climate research. POES spacecraft are in a low-earth orbit which enables the collection of data from remote ocean areas, never more than six hours old, which fill forecast model gaps in data gathered by conventional methods. Geostationary Operational Environmental Satellite (GOES) mission provide imagery and soundings in support of short-range warning and “nowcasting.” GOES spacecraft view of the earth provides for constant monitoring of the atmospheric triggers that forecast such severe weather conditions as tornadoes, flash floods, hurricanes, and hailstorms. OSPO ingests, processes and distributes environmental data and information received for the POES and GOES satellites to OPSO’s customers. 


    The MAXIMUS Satellite Missions Operation and Maintenance Support (SMOMS) contract provides support to OSPO in achieving their mission to manage and direct the operations of NOAA’s GOES and POES satellites; operationally command, control and track NOAA and partnership satellites; ingest, process and distribute satellite products; ensure that security, availability, reliability, timeliness and quality requirements are met;  and operate and maintain additional satellites as required to support the contract.


    The Help Desk Specialist III will provide support to end users on a variety of issues. This position will identify, research, and resolve technical problems.


    • Diagnose, resolve, and follow up on issues relating to various user concerns
    • Provide remote support and resolve issues for users whom may be at remote offices or home office users
    • Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or on-line documentation repository
    • Assist in troubleshooting advanced technical issues within the network and telecommunications environments
    • Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
    • Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations
    • Identify areas deserving attention in the technical support environment, and consult with management
    • Ensure tickets are accurately documented and resolved in a timely manner
    • Work within the team framework created by management and work with team members on assigned projects

    The Ideal Candidate will Possess the Following Additional Education and Experience

    • Associate's Degree from an accredited college or university required, equivalent experience will be considered in lieu of degree
    • At least two (2) years of relevant Help Desk experience required
    • Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies
    • Experience with and/or ability to use call center telephony equipment
    • Experience in customer support or call center support
    • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project)
    • Government experience preferred
    • Strong verbal and written communication skills
    • Strong analytical and problem-solving skills
    • Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
    • Highly detail-oriented, organized, timely, and customer service-oriented
    • Ability to work well independently and in a team setting
    • Adaptable, flexible and able to deal with ambiguity and change
    • Excellent oral and written communication and customer service skills
    • Excellent attention to detail and good analytical skills
    • Ability to work well under pressure and to meet deadlines as needed

    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:

    • Public trust, eligibility suitability for employment required
    • 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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