Technician 2 - Help Desk

Job Locations US-MD-Suitland
Posted Date 1 month ago(2/27/2020 9:13 AM)
Requisition ID
# of Openings
Job Schedule
Regular Full-Time

MAXIMUS Introduction

Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit

Job Description Summary

Job Summary:
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.

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:
•Associate's Degree from an accredited college or university preferred, 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:
•Ability to obtain and maintain a Public Trust Security Clearance
•United States Citizenship


Essential Duties and Responsibilities:
- Responsible for responding to telephone calls, email and personnel requests for technical support.
- Identify, research and resolves technical problems.
- Document, track and monitor problems to ensure timely resolution.
- Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.
- Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.
- Correct application issues, solve network and security problems and identify common PC software and hardware problems.
- Provide hardware support of PCs and laptops, such as installing replacement hardware or upgrading hardware.
- Support software/hardware on equipment such as, scanners, copiers, printers, monitors and other peripherals.
- Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software.
- Perform other duties as assigned by management.

Minimum Requirements:
- High School diploma with 2-4 years of experience.


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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