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Help Desk Technician 1

Maximus • Remote (Tysons Corner, Virginia, United States) • $40k - $45k / year • 4d ago

Description & Requirements

Maximus is looking for an entry level Help Desk technician to contribute to the DMCS Help Desk.

This position is remote.

Essential Duties and Responsibilities:

Responsible for responding to telephone calls, emails, and personnel requests for technical support.
Identify, research, and resolve technical problems.
Document, track, and monitor problems to ensure timely resolution.
Correct application issues, solve network and security problems, and identify common PC software and hardware problems.
Assign username, password, and access right permissions for multiple proprietary applications, as well as client software.

Job-Specific Essential Duties and Responsibilities:

Answer internal and external telephone calls for end user issues or requests, complete tickets in the ticketing system and process the requests
Ask questions to determine work assignment queue
Monitor customer requests arriving via email for customers seeking help, by completing a ticket in the ticketing system and processing the request
Serve as the single point of contact to the customer's end users for related issues, problems and requests
Track, route and redirect problems to correct resources
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Walk customer through problem-solving process
Coordinate, monitor and respond quickly and effectively to all Service Desk open incident tickets in order to ensure issues are closed within the required Service Levels, work directly with the Client's service partners for escalation and timely issue resolution
Provide helpdesk support and resolve problems to the end user's satisfaction
Verify with the customer that the issue has been resolved and update the ticketing system
Receives and prioritizes issues and forwards using appropriate escalation procedures
Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
Special projects may be assigned and an opportunity to work, based on ability to meet and exceed performance benchmarks
Recommended procedure modifications or actively contribute to ongoing process improvements
Assist Service Desk Management with executing reports to monitor and track tickets, reporting, analysis, or testing tasks

Minimum Requirements

High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.

Job-Specific Minimum Requirements:

0-2 years experience

Additional Requirements as per Contract/Client:

Must be able to obtain a 6C Public Trust government clearance
Must be a U.S. citizen.
Must currently reside in the U.S.
Must be able to pass a criminal background check.
Must not be delinquent or in default on any federal student loans.
Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
Final suitability determination is the sole discretion of the Department of Education.

Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. If applicable, new and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus.

Preferred Skills and Qualifications:

Microsoft Office
Help Desk Ticketing Solution such as ServiceNow or SysAid
ITIL

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.