Description & Requirements
Maximus is seeking a Tier 1 IT User Support Specialist to support work with a Health client remotely.
The Tier 1 Support Agent provides first-line support for end users by addressing technical issues, service requests, and incident tickets. The agent serves as the initial point of contact for users seeking assistance with systems, applications, and IT services, ensuring prompt and accurate resolution or escalation according to service-level agreements (SLAs).

Essential Duties and Responsibilities:

• Demonstrate substantial understanding of technical tactics by using a variety of internal and external sources to repair the operational deficiency.
• May provide guidance and work leadership to less-experienced technicians.
• Resolve more complex technical issues submitted by less-experienced technicians.
• Participates in special projects as required

Job-Specific Essential Duties and Responsibilities:

• Resolve Tier 0/1 tickets within 48 hours.
• Provide support for username/password issues, basic troubleshooting.
• Support and escalate issues related to Chatbot, Knowledge base and common issues