Help Desk Lead - Remote

Summary
The Help Desk team lead will assist the Help Desk manager in the following areas:

• Review and submit Process improvements
• Assist with the Incident Manager gathering data when incident occur
• Facilitate new training efforts when new solutions are deployed
• Test new initiative in snow development
• Answer questions related to ticket assignment
• Assist in the creation and maintain documentation and Knowledge Articles
• Maintain Helpdesk documentation queue reference
• Provide coverage during surge events or when staff is absent
• Develop and maintain help desk performance reporting– Daily, Weekly, Monthly and ad-hoc requests.
• Troubleshoot and assist with tickets allocation.
• Analyze tickets and update ticket status for end user updates.
• Attend meetings
• Build relationships with teams to assist with process improvements
• Support helpdesk technicians questions and assist with troubleshooting
• Assist in the management the day-to-day operation

Since the start of rebuild and go live of the Aidvantage solution the following activities have been taken on in part or in whole by the Help Desk staff. The Help Desk Lead will assist or take over the following tasks:

• Facilitate touch base meetings with queue owners and external partners
• Assist with Incident Management troubleshooting. When needed stand up a new bridge when multiple conference calls are required
• Communicate with end users’ status of tickets upon request
• Prepare adhoc requests for stats specific to ticket and Genesys phone calls
• Participate as help desk backup in AERB, CCB, and deployment meetings to review Help Desk impacts
• Attend touch base meetings with PMO and Contact Center leads
• Work with SNOW development team to develop, test, and troubleshoot new initiatives/process improvements
• Liaison with FISERV for Helpdesk tickets
• Participate in Release Management by creating a bridge to ensure post validation efforts complete
• With business teams, develop requirements for automated solutions in ServiceNow
• Research special adhoc requests for new access
• Trouble shoot escalated tickets to determine if additional information is needed or escalation within the program or external IT
• Escalation POC for tickets to external partners
• Work with other Helpdesk managers to streamline ticket processing
• Password reset for ESI solution
• Assign workload for closure of tickets per queue

Education and Experience:

• Bachelor's degree in related field; Equivalent combination of education and experience considered in lieu of degree
• 0-3 years of relevant professional experience required

Additional Requirements as per contract/client:

• Must not be delinquent or in default on any federal student loans.
• Must be a U.S. citizen.
• Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.
• Must be able to pass a criminal background check.
• Must reside in the U.S.

Job Summary
Essential Duties and Responsibilities:

• Perform other duties as assigned.
• Prioritize and schedule problems.
• Test fixes to ensure problem has been adequately resolved.
• Perform hands-on fixes a the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform hands-on fixes at the server level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Develop help sheets and frequently asked questions lists for junior technicians and end users.
• Perform post-resolution follow- ups to help requests.
• Field incoming help requests from end users via both phone and e-mail in a courteous manner.
• Install anti-virus software.
• Apply diagnostic utilities to aid in troubleshooting.
• 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.
• Handle all escalated problems from less-experienced technicians.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Perform fixes at the network device level (switches, routers, firewalls) including installing patches, backing up configurations, and testing changes.

Minimum Requirements:

• Bachelor's degree in related field.
• 0-3 years of relevant professional experience required.
• Equivalent combination of education and experience considered in lieu of degree.

MAXIMUS Introduction
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
EEO Statement
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Posted Max
USD $36.00/Hr.
Posted Min
USD $17.26/Hr.