IT Support Center Specialist

Description & Requirements

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

As an IT Support Center Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems.

Specific Responsibilities:

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

• Log, track, and manage incidents and service requests using the organization's ticketing system, ensuring timely resolution and communication with end-users.

• Provide first-line technical support and triage for hardware, software, and network issues.

• Operate various system applications, such as the Microsoft Office suite, to assist in daily tasks.

• Determine the appropriate escalation policy required for complex issues.

Work closely with other IT support teams to ensure seamless escalation and resolution of complex issues.

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

• Develop and update knowledge base articles and technical documentation to assist users and improve the efficiency of the support process.

• Proactively monitor system performance and alerts and address potential issues before they impact users.

• Provide excellent customer service, ensuring a positive experience for end-users by effectively communicating and resolving their IT issues.

• Offer guidance and training to end-users on best practices for using IT systems and applications.

• Perform onsite facilities checks verifying the integrity of the mission systems.

• Receive and input critical time data in various formats and ingest it into the vetting system.

Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system.

• Utilize incident management ticketing systems, such as Remedy, ServiceNow or other, comparable applications/systems.

Requirements:

• 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 in the Annapolis Junction, MD area.

Telework is not permitted.

• A High School Diploma or GED is required.

• 1+ years of work related experience is required.

• Previous experience in IT and/or customer service roles are welcomed but not required.

#techjobs #clearance

Minimum Requirements

TCS257, S2, Band 2

EEO Statement

Active military service members, their spouses, and veteran c...