IT Support Center Operator (Level 1)

Description & Requirements

Maximus is seeking an IT Support Center Operator to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland.

As an IT Support Center Operator, you will be responsible for providing technical support to end users by triaging, researching, and answering questions regarding the mission, applications, and systems.

Specific Responsibilities:

• Monitor and receive calls for IT support.

• Perform initial assessment and categorization of incoming support requests to determine the appropriate level of support required.

• Create, post, and resolve IT Support tickets for basic item inquiries.

• Assist users with basic IT issues, including password resets, software installations, and configuration of email and other applications.

• Provide first-line technical support for hardware, software, and network issues, escalating more complex problems to higher-tier support teams as necessary.

• Escalate unresolved/complex issues to the next level of support team member.

• Monitor dashboards/tools for potential issues and follow pre-determined SOPs to resolve any system alerts.

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.

Requirements:

This position requires flexibility to support shift work, which may include first, second, third, or rotating schedules such as Panama shifts.

Candidates should be adaptable and available to work assigned shifts on a six-month rotational basis, subject to operational needs.

• Due to federal requirements, only US Citizens can be considered.

Candidates with dual citizenship cannot be considered.

• Active Secret clearance is required.

• This contract supports systems that require 24x7x365 uptime.

Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.

• This role requires on-site support at the on-site location in Annapolis Junction, MD.

Telework is not permitted.

• 1+ years of general experience is required.

• This position requires a High School Diploma, GED, or equivalent.

#techjobs #clearance

Minimum Requirements

- High School diploma or equivalent with 0-2 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 ...