Helpdesk Specialist

The Helpdesk Specialist role at Maximus supports a federal client by delivering hands-on technical assistance to users and clients. In this on-site position in Colorado Springs, CO, you will triage and resolve program and system questions, keeping issues moving through the support lifecycle from first contact to escalation when needed.

The position requires an active Secret clearance and is tied to a 24x7x365 Operations Center, with participation in a rotational on-call schedule.

Responsibilities

• Respond to telephone calls, emails, and personnel requests for technical support.
• Identify, research, and resolve technical problems across applications, networks, security, and common PC software and hardware issues.
• Document, track, and monitor problems to support timely resolution.
• Serve as the first point of contact for customers seeking technical assistance via tickets, phone, email, or in person.
• Assist customers with troubleshooting, coordinate technical support, and provide status updates.
• Handle account operations including account creations, account lockouts, and password changes.
• Record events and problem resolutions in logs and maintain clear service request documentation.
• Log and route service requests and incidents through an incident management system.
• Maintain and support service level agreements related to Desk Side service and incident requests.
• Direct unresolved issues to the next level of support when required.
• Establish a phone bridge with next level support and customer leads in accordance with SOPs.
• Receive and input critical time data in multiple formats, convert it to a customer-defined format such as XML, and ingest it into the vetting system.
• Track and update customer status and information as cases progress.

Requirements

• Active Secret clearance is required.
• Due to contract requirements, only US Citizens can be considered.
• Candidates with dual citizenship cannot be considered.
• 1-3+ years of experience in Helpdesk/ServiceDesk/Call Center, or equivalent experience in customer service.
• 1-3+ years of experience using an incident management ticketing system, such as ServiceNow or other comparable systems.
• Supports a 24x7x365 Operations Center, requiring rotational on-call participation and the ability to work up to 12-hour shifts, including weekends and holidays.
• High school diploma or GED required, with 0-2 years of relevant professional experience, or an equivalent combination of education and experience.

Technologies

• ServiceNow
• XML

Compensation and Benefits

Salary: USD 25 - 30 per hour (minimum $25.00, maximum $30.00).

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