MAXIMUS

  • Help Desk Support Technician

    Job Locations US-MD-Suitland
    Posted Date 3 weeks ago(10/23/2018 3:23 PM)
    Requisition ID
    2018-35130
    # of Openings
    1
    Job Function
    Information Technology
    Job Schedule
    Regular Full-Time
  • Responsibilities

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

    Essential Job Duties:

    • 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

    Education and Experience Requirements:

    • 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)
    • 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
    • Government experience preferred

    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

    Per contract requirements, employees must:

    • United States Citizenship
    • Must have the ability to obtain and maintain a Public Trust security clearance

    The Ideal Candidate will Possess the Following Additional Education and Experience

    • High School Diploma with 2-4 years of experience.
    • May have additional training or education in area of specialization.
    • Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
    • Communicates more complex information, using job experience to anticipate and proactively address related questions.

    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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