Customer Service Representative - Help Desk

Maximus is hiring a Customer Service Representative - Help Desk to provide desktop and operational support for users at an assigned site and remote offices. In this onsite role in Tysons, VA, you will help troubleshoot and resolve user issues, install and maintain workstation technology, and document outcomes in a ticketing system.

What you’ll do

• Support the Technician II team by delivering desktop and operational support to users across assigned site and remote locations.
• Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals, including remote access devices.
• Install and support a variety of PC operating systems.
• Diagnose, resolve, and follow up on issues related to user concerns.
• Use remote desktop software to provide remote assistance to users at remote offices and home.
• Provide written updates on problem resolution in a ticketing system, knowledge bases, troubleshooting documentation, or an online documentation repository.
• Assist with troubleshooting in network and telecommunications environments, focusing on issues at the workstation level.
• Act as a technical liaison to project managers as needed, including support to integrate and transition projects or new technology into production support.
• Help maintain software and workstation image management using image deployment software for imaging tasks.
• Work within team frameworks and collaborate with team members on assigned projects.
• Perform tasks as assigned, including support activities handled through calls, email, chat, ticketing systems, and applicable queues.
• Ensure tickets are accurately documented and resolved in a timely manner.
• Identify technical support areas that require attention and consult with management.

Required qualifications

• High School diploma or equivalent with 1+ years of experience.
• Strong verbal and written communication with customer service skills.
• Strong analytical and problem-solving skills.
• Ability to follow processes, procedures, and guidelines to deliver repeatable customer experiences.
• Highly detail-oriented, organized, timely, and customer service-oriented.
• Ability to work independently and in a team setting.
• Successful completion of the CMS client vetting process is required as a condition of employment.
• Ability to adapt to ambiguity and change.
• Good attention to detail and analytical skills.
• Ability to read, understand, and perform assignments within prescribed guidelines.
• Communicate routine information clearly and accurately with internal and external contacts.

Helpful skills

• Knowledge of monitoring logs and scheduled events and reporting problems and anomalies.
• Experience using call center telephony equipment.
• Experience in customer support or call center support.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Government experience preferred.

Tools and technologies

• Remote desktop software
• Ticketing system
• Knowledge bases
• Image deployment software
• Microsoft Office Suite: Word, Excel, PowerPoint, Visio, Project

Pay and schedule

$21.00 per hour (pay transparency: minimum and maximum both listed as $21.53).

Location: Tysons, VA (onsite)

Experience level: 1+ years

Benefits

• Health insurance coverage
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off

Maximus provides reasonable accommodations to individuals needing assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require help with accessing job postings, completing assessments, or participating in interviews, contact People Operations at [email protected].