Technician 2 - Site Services

Description & Requirements

Maximus is seeking a Help Desk Technician II is responsible for responding to telephone calls, email and personnel requests for technical support of assigned site and remote offices.

Provide accurate and creative solutions to user problems of a moderate and complex nature.

The Help Desk Technician II contributes to team success by sharing knowledge and experience verbally and through documentation of knowledge to team knowledgebase.

The Technician serves a Subject Matter Expert on Desktop Support processes / Laptop processes and makes suggestions to improve the teams' processes and procedures.

Essential Duties and Responsibilities:
- Identify, research, and resolve technical issues for local and remote staff.

- Become the subject matter expert for various software applications and end point configurations for the business.

- Conduct routine equipment servicing out in the field.

- Perform on-site activities, related to installation, repair, management, and maintenance.

- Assist with onsite IT equipment by receiving, inventorying, imaging, and deploying IT assets.

- Assist in maintaining and updating various software applications and desktops configurations to ensure compliance.

- Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.

- Assist in tracking and completing tickets pertaining to application, network, and system issues.

- Administer user accounts and permissions to various application, as well as client software.

- Serve as technical liaison between program staff and IT.

Job Specific Duties and Responsibilities:

-Resolve IT help desk tickets, inventory tracking, computer imaging, installing encryption software, and prepping laptops printers, scanners, and other PC peripherals and related hardware, as well as remote access devices for end users.

-Install and support all Microsoft Office products and other various software

-Provide trouble shooting support on: Windows 7/10 operating systems, remote desktop support, VPN, password resets, printing, shared drives, email, mobile, and chat

-Apply required upgrades and patches to project workstations.

-Track computer hardware and software license, complete and submit inventory forms

-Provide remote support and resolve issues for users whom may be at remote offices or home office users

-Coordinate end-user access to systems, create user accounts, grant access to printers, share drives, VPN, encryption, or disable user accounts

-Provide assistance to staff in a resourceful polite manner while, exhibiting an excellent customer service attitude.

-Perform basic network trouble shooting tests to verify connectivity to systems

-Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s), or on-line documentation repository

-Work within the team framework created by management and work with team members on assigned projec...