Helpdesk Specialist

Maximus is seeking a Helpdesk Specialist to serve as a first point of contact for technical support and to manage helpdesk and service desk incidents through resolution. This role is onsite in Colorado Springs and supports a 24x7x365 operations center with rotational on-call.

Helpdesk Specialist Responsibilities

• Respond to technical support requests received by telephone, email, and personnel requests.
• Identify, research, and resolve technical issues, including application problems.
• Correct application issues and address network and security problems.
• Identify and troubleshoot common PC software and hardware issues.
• Provide first contact support for customers submitting tickets or inquiries via ticket, phone, email, or in person.
• Support customers by troubleshooting and coordinating technical assistance as needed.
• Perform account administration tasks, including account creation, account lockouts, and password changes.
• Record events and problems, including their resolution, in logs.
• Follow up with customers by updating customer status and information.
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side service and incident requests.
• Escalate unresolved issues to the next level of support team members.
• Establish phone bridge with next level support and customer leads in alignment with SOPs.
• Receive and enter critical time data in multiple formats, convert it to a customer-defined format such as XML, and ingest it into the vetting system.

Required Qualifications

• Active Secret clearance is required.
• Due to contract requirements, candidates must be US Citizens.
• 1-3+ years of experience in Helpdesk, ServiceDesk, Call Center, or equivalent customer service experience.
• 1-3+ years of experience using an incident management ticketing system, including ServiceNow or comparable systems.
• Ability to support a 24x7x365 Operations Center, including participation in a rotational on-call schedule and the ability to work up to 12-hour shifts (including weekends and holidays) throughout the year.
• High school diploma or GED.

Technologies

• ServiceNow
• XML

Compensation and Location

• Location: Colorado Springs, CO (onsite)
• Salary: USD 25 - 30 per hour
• Minimum salary: $25.00
• Maximum salary: $30.00

Benefits

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

Minimum Requirements

• High school diploma or GED required
• 0-2 years of relevant professional experience required, or an equivalent combination of education and experience

Accommodations

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