Tier 2 Help Desk Specialist - Maximus

The Help Desk Specialist III will provide support to end users on a variety of issues. This position will identify, research, and resolve technical problems.

Essential Duties and Responsibilities:
- Responsible for responding to telephone calls, email and personnel requests for technical support.
- Responsible for the 24x7 operation of the MAXIMUS infrastructure.
- Identify, research and resolve technical problems.
- Mentor and train other technicians on more complex and/or critical procedures and items.
- 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.
- Provide support for Windows XP and Windows 7 by evaluating and troubleshooting issues including running in-depth diagnostics.
- Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software.
- Perform other duties as assigned by management.

Essential 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.

• Handles customer support requests that cannot be solved by Tier 1.

• System release tracking and smoke testing of customer -facing system components

• Perform user acceptance testing for applications and tools

• Perform trend analysis and root cause analysis

• Foward support requests not resolved by Tier 2 as required by following established procedures.

• Open trouble shooting bridges with customers as needed to resolve incidents.

Education and Experience:

• Associate degree from an accredited college or university required, equivalent experience will be considered in lieu of degree

• At least four (4) 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 4+ years of experience, or Associate degree with 2+ years of experience.
- May have additional training or education in area of specialization.
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Understands implications of work and makes recommendations for solutions.
- Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
- Able to research and resolve most non-routine issues independently.
- Communicates on complex or sensitive issues or drafts such responses for supervisor or team lead.

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.