Tier 1 Help Desk Specialist
Company: MAXIMUS
Location: Richmond
Posted on: May 6, 2024
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Job Description:
Description & Requirements
Maximus is seeking a talented Tier 1 Help Desk Specialist to
provide support to their CMS BOSC client.
Essential Duties and Responsibilities:
- Work on a variety of projects requiring considerable judgement
and initiative.
- Demonstrate in-depth understanding of technical tactics, and may
have supervisory responsibilities.
- Resolve more complex technical issues submitted by
less-experienced technicians.
- Participates in special projects as required.
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.
Education and Experience:
---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)
---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
Minimum Requirements
Minimum Requirements:
- High School diploma or equivalent with 3-5 years of
experience.
- May have additional training or education in area of
specialization.
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
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.
Keywords: MAXIMUS, Harrisonburg , Tier 1 Help Desk Specialist, Other , Richmond, Virginia
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