IT Service Desk Technician

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS145, T1, Band 4

Job-Specific Essential Duties and Responsibilities:

Key Responsibilities:

User Support & Incident Management

- Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing system.

- Diagnose and troubleshoot hardware, software, network, and account access issues.

- Provide step-by-step support and resolution for end-user issues or escalate as needed.

- Log, categorize, and prioritize incidents and service requests in the ServiceNow IT Service Management (ITSM) system.

- Accurately log, categorize, and escalate incidents and service requests in the ServiceNow ITSM tool.

- Perform advanced troubleshooting for hardware, software, peripherals, network, access etc.

issues.

- Coordinate with other IT towers to ensure timely resolutions.

- Model and promotes bet practices in customer service and IT Service Desk processes.

Service Request Fulfillment

- Process user requests such as account provisioning, password resets, and software installations following established procedures.

- Maintain compliance with security and access control policies.

Communication & Customer Service

- Communicate clearly and professionally with end-users to provide status updates and estimated resolution times.

- Deliver a high level of customer satisfaction by maintaining empathy and professionalism in all interactions.

Escalation & Collaboration

- Escalate complex incidents or recurring problems to Level 2/3 support teams.

- Collaborate with infrastructure, network, and application teams to resolve user issues.

Knowledge Management

- Contribute to and maintain internal knowledge base and user documentation.

- Suggest improvements to processes, tools, and support materials to increase efficiency and effectiveness.

Asset & Configuration Support

- Assist in maintaining inventory of IT assets and equipment assigned to users.

- Support deployment and retrieval of IT equipment as needed.

Monitoring & Reporting

- Monitor ticket queues to ensure SLAs and KPIs are met.

- Provide regular reports on service desk performance and trends to management.

Job-Specific Minimum Requirements:

- Associate's degree in information technology or related field, or equivalent experience.

- 2+ years of IT support experience across multiple technology areas or Relevant certifications such as ITIL Foundation, CompTIA A+, or HDI Support Center Analyst (preferred but not required).

- Strong knowledge of Windows and macOS operating systems, Microsoft 365, and collaboration tools (Teams, WebEx).

- Experience with ServiceNow or similar ITSM ticketing systems.

- Excellent communication and customer service skills.

- Ability to multitask and adapt quickly to changing priorities.

- Basic troubleshooting of Hardware, Software and Networking fundamentals.

Preferred Skills and Qualifications:

- CompTIA A+, Network+, or equivalent certificati...