Local Site Administrator

Description & Requirements

Maximus is currently looking for a Local Site Administrator at the Winchester, KY location.

This position is responsible for troubleshooting most software and hardware related issues at the CCO.

The LSA will track and escalate issues to completion.

Essential Duties and Responsibilities:

- Respond to and communicate with Customer Service Representatives to support their use of the Next Generation Desktop (NGD), desktop and associate websites.

- Assist the LSA Manager in associated project tasks.

- Ensure that tracking and reporting requirements are consistently maintained and updated at all times at each location(and sub-contractor) in regards to help desk tickets opened, closed, pending, User ID's, accurate number of licenses and disabled accounts, as assigned by the LSA Manager.

- Diagnose, troubleshoot and fix, configuration issues pertaining to the NGD system for Customer Service Representatives.

- Escalate issues pertaining to the NGD or Program sites as needed if unable to fix locally.

- Track escalated issues to completion.

- Attend regularly scheduled conference calls to create a virtual call center and maintain a team environment.

- Assists the LSA Manager in the evaluation and creation of business processes to improve future decisions.

- Recommends workable solutions to difficult, complex problems.

- Facilitate the deployment and configuration of personal computers.

- Work with supervisory staff at all call centers for the Program including sub-contractors.

- Provides recommendations to LSA Manager for creating and refining current Standard Operating Procedures that involve Call Center Operations and the NGD Siebel application as required; and work with the sub-contractors in the creation of and maintenance of Standard Operating Procedures (SOP).

- LSA will routinely assist with Support of NGD releases this will include User acceptance Testing (UAT).

- Provide support to other internals systems and business processes such as Avaya patching and Genesys testing.

- Able to accurately track the detail required to ensure the call center maintains compliance with SOP.

- Provides the appropriate follow-up, trouble shooting, and reporting as outlined in existing Process and procedure guidelines.

- Coordinate the use of Ace Messaging for alerts created by the Communications group.

- Coordinate with the facilities department or Program for internal moves of people and equipment.

- Assists Local IT installing operating systems, configuring email accounts, troubleshooting IP and connectivity issues,ensure proper web browser installation, and perform proper local workstation and network configuration as well as software configuration as needed.

- Enforce licensing agreements, developing a storage management program and providing for routine backups.

-Install and maintain network hardware and software.

- Work off-shift as necessary.

- Occasional travel to Program headquarters or other sites for ap...