Technician 1 - Help Desk Support REMOTE

Description & Requirements

This position will support our Centers for Medicare & Medicaid Services (CMS).

The Helpdesk is the central point for Providers to report problems and seek assistance with problem reports and service requests.

The help desk also provides vetting and approval and offers ongoing support for the Medicare Provider community for all aspects of the Identify Management web self-registration and profile Management process.

This is a remote position.

Essential Duties and Responsibilities:
- Assist Technician II in providing Desktop and Operational Support to assigned site and remote offices.
- Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices.
- Install and support a variety of PC operating systems.
- Diagnose, resolve, and follow up on issues relating to various user concerns.
- Use remote desktop software to 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), or on-line documentation repository.
- Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially as they relate to problems at the workstation level.
- Serve as a technical liaison to project managers as needed.
- 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.
- Perform other duties as may be assigned by management.

Project-Specific Essential Duties and Responsibilities:

- 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, tic...