IT Technician - Help Desk (Onsite - Washington, D.C.)

Description & Requirements

Maximus is looking for an IT Technician - Help Desk in support of the Helpdesk and IT Support Program.

The program provides workstation and server hardware, operating system software and application software, break-fix and maintenance services, and on-site maintenance.

The team functions as the public face of the client's IT organization; it is the direct interface when customers experience an issue or need a service request fulfilled.

It must be responsive, attuned to the needs of the client and the IT Directors, technically knowledgeable and capable, and staffed by empathetic and professional agents with excellent people and communication skills.



*Position is contingent upon contract award

*

This is an onsite role at our Washington, D.C.

location.

Essential Duties and Responsibilities:

- Field incoming help requests from end users via both phone and email in a courteous manner.

- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

- Build rapport and elicit problem details from customers.

- Prioritize and schedule problems.

- Handle all escalated problems from less-experienced technicians.

- Apply diagnostic utilities to aid in troubleshooting.

- Perform hands-on fixes at the desktop level including; installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

- Perform fixes at the network device level (switches, routers, firewalls) including; installing patches, backing up configurations, and testing changes.

- Install anti-virus software.

- Test fixes to ensure problem has been adequately resolved.

- Perform post-resolution follow-ups to help requests.

- May act as a team lead assisting the supervisor or manager with leading daily operations.

- Develop help sheets and frequently asked questions lists for junior technicians and end users.

Minimum Requirements

- High school diploma or GED required and 6+ years of relevant professional experience required, or equivalent combination of education and experience.

- Bachelor's Degree highly preferred and 2 to 4 years of experience.

- 3+ years of relevant experience providing hardware and software problem resolution.

- Experience and technical skills in Windows Server, Windows Desktop, Mac OS clients, MS Exchange, MS Office, and network Communications.

- Customer service skills training is required.

- Good interpersonal skills.

- Computer skills.

- Problem-solving skills.

- Communication skills.

- Analytical thinking skills.

- Detail oriented.

- Debugging skills.

- U.

S.

Citizen

- Ability to pass Federal background check

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected...