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

Description & Requirements

Maximus is looking for a Sr IT Technician - Help Desk in support of the Helpdesk and 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

- Perform operational activities for Incident, Problem, Change Management and other existing IT Service Management functions.
- Schedules, plans, facilitates, and documents all Change Advisory Board (CAB) meetings.
- Assists in the development of all aspects of new IT Service Management functions, including and not limited to functional requirements gathering, documentation, system/tool design, measure and reporting, audit plan, training, and organizational roll out.
- Collaborate with all applicable teams to ensure alignment between ITSM processes and the business workflows that they support.
- Monitors the efficacy of established ITSM processes using trend analysis, adherence tracking, and automated reporting.

Reports findings to Manager of ITSM & Business Applications for feedback/action.
- Assists with documentation and administrative support for Major Incident response and Problem Management investigations.
- Compiles ITSM reports on a monthly and quarterly, and as needed basis for leadership.
- Works with applicable teams to coordinate training on established ITSM pillars and is responsible for ensuring all training documentation is accurate and up to date.

This includes but is not limited to employee onboarding, annual training and system training.
- Creates and updates ITSM process documentation, including and not limited to user guides, policy documents, process flows, and training materials.
- Using available data, works to propose, implement, communicate, and organize roll out of Continual Service Improvements of established IT Service Management functions.

Minimum Requirements:
Bachelor's Degree or equivalent experience and 5+ Years

Bachelor's Degree highly preferred or equivalent experience and 5+ Years.

- 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 or...