Address
Form of workHelp Desk Tech is responsible for resolving all technical issues for all end points Subject matter experts and have an in-depth knowledge of each project's specific applications to maintain project operations. They are responsible for meeting and/or exceeding defined performance metrics, fulfilling service requests, resolving incidents related to end user systems, and maintain access to mission critical systems within the defined SLA
Essential Duties and Responsibilities:
- Demonstrate substantial understanding of technical tactics by using a variety of internal and external sources to repair the operational deficiency.
- May provide guidance and work leadership to less-experienced technicians.
- Resolve more complex technical issues submitted by less-experienced technicians.
- Participates in special projects as required.
- Screens, refers, and diagnoses internal inquiries and service requests as they relate to program systems.
- Provides end-caller software troubleshooting and support.
- Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Identifies issues based on patterns and trends and escalates them to their supervisor.
- Provides troubleshooting and support for callers at local and remote sites.
- Maintains accurate issue logs and provides follow-up within required timeframes.
- Maintains current knowledge of relevant technologies as assigned.
- Follows applicable role in the Help Desk Communication Plan. Participates in special projects as required.
Minimum Requirements
Minimum Requirements:
- High School diploma or equivalent with 2-4 years of experience.
- May have additional training or education in area of specialization.
- Certification: ITIL Foundations v4
- Experience: At least two years' experience in an IT end-user support role. 2 years of experience using ServiceNow
Additional Requirements as per contract/client:
- Must Be Eligible to Obtain Government Clearance
- Must be a U.S. citizen
- Must currently reside in the U.S.
- Must be able to pass a criminal background check
- Must not be delinquent or in default on any federal student loans
- 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.
-Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. If applicable, new and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus.
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
For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
