Tier 1 Help Desk Specialist Remote

Summary
The Tier 1 Help Desk Specialist will provide support to end users on a variety of issues. This position will identify, research, and resolve technical problems.
Project Specific Duties:

• Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or on-line documentation repository
• Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations
• Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
• Diagnose, resolve, and follow up on issues relating to various user concerns
• Work within the team framework created by management and work with team members on assigned projects
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments
• Ensure tickets are accurately documented and resolved in a timely manner
• Identify areas deserving attention in the technical support environment, and consult with management
• Provide remote support and resolve issues for users whom may be at remote offices or home office users

Education and Experience:

• Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies
• At least two (2) years of relevant Help Desk experience required
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project)
• Experience with and/or ability to use call center telephony equipment
• Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
• Excellent attention to detail and good analytical skills
• Ability to work well independently and in a team setting
• Government experience preferred - Strong verbal and written communication skills
• Excellent oral and written communication and customer service skills
• Experience in customer support or call center support
• Highly detail-oriented, organized, timely, and customer service-oriented
• Adaptable, flexible and able to deal with ambiguity and change
• Strong analytical and problem-solving skills
• Associate's Degree from an accredited college or university; equivalent experience will be considered in lieu of degree

Job Summary
Essential Duties and Responsibilities:

• Support software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals.
• Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software.
• Document, track and monitor problems to ensure timely resolution.
• Identify, research and resolve technical problems.
• Correct application issues, solve network and security problems and identify common PC software and hardware problems.
• Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.
• Provide hardware support of PCs and laptops, such as installing replacement hardware or upgrading hardware.
• Responsible for responding to telephone calls, email and personnel requests for technical support.
• Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.

Minimum Requirements:

• High School diploma or equivalent with 2 - 4 years of experience.

Education And Experience Requirements
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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 $33.00/Hr.
Posted Min
USD $20.00/Hr.