Tier 1 Help Desk Specialist

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 s...