Tier 1 Help Desk Specialist (REMOTE Full Time)

at  MAXIMUS Services LLC

Description & Requirements
Maximus is seeking a talented Tier 1 Help Desk Specialist to provide support to their CMS BOSC (Centers for Medicare and Medicaid Services Business Operations Support Center) client.

Essential Duties and Responsibilities:

• Work on assignments that are routine in nature, with responsibilities easily learned on the job.
• Demonstrate understanding of technical tactics by using a variety of internal and external sources to repair the operational deficiency.
• Escalate more complex technical issues to more experienced technicians.

Project Specific 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; work tasks as assigned which include but not limited to email, chat, ticketing system, and all applicable queues.

Minimum Requirements

• High School diploma or equivalent with 0-1 year of experience.
• May have additional training or education in area of specialization.

PROJECT EDUCATION AND EXPERIENCE REQUIREMENTS:

• High school diploma or equivalent.
• Two (2) years of relevant Help Desk experience preferred
• 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
• 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
  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.
  Pay Transparency
  For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant’s salary history will not be used in determining compensation

Essential Duties and Responsibilities:

• Work on assignments that are routine in nature, with responsibilities easily learned on the job.
• Demonstrate understanding of technical tactics by using a variety of internal and external sources to repair the operational deficiency.
• Escalate more complex technical issues to more experienced technicians

Project Specific 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; work tasks as assigned which include but not limited to email, chat, ticketing system, and all applicable queues