Helpdesk Specialist

Maximus is hiring a Helpdesk Specialist to deliver technical support for mission-critical federal systems in support of homeland defense.

Responsibilities

• Respond to technical support requests via telephone, email, and in-person personnel requests.
• Diagnose, research, and resolve technical problems.
• Document, track, and monitor issues to support timely resolution.
• Address application issues and troubleshoot network and security problems.
• Identify common PC software and hardware issues.
• Provide first point of contact for customers seeking technical assistance (ticket, phone call, email, or in person).
• Assist customers with troubleshooting and coordinate support activities.
• Support account operations, including account creation, account lockouts, and password changes.
• Record events, issues, and resolutions in logs.
• Follow up with customers and update customer status and information.
• Log and route service requests and incidents through an incident management system.
• Maintain service level agreements (SLAs) related to Desk Side support service and incident requests.
• Escalate unresolved issues to the next level of support.
• Establish phone bridges with next level support and customer leads in line with SOPs.
• Receive and enter critical time data in multiple formats, converting as needed for ingestion (for example, converting to XML based on a customer-defined format) into the vetting system.

Requirements

• Active Secret clearance required.
• Due to contract requirements, US Citizenship only.
• 1–3+ years of experience in Helpdesk, Service Desk, Call Center, or equivalent customer service experience.
• 1–3+ years using an Incident Management Ticketing System, such as:
  • ServiceNow
  • Other comparable systems
• Supports a 24x7x365 Operations Center, including participation in a rotational on-call schedule.
• Ability to work up to 12-hour shifts, including weekends and holidays, throughout the year.
• High school diploma or GED required; 0–2 years of relevant professional experience or an equivalent combination of education and experience.

Technologies

• ServiceNow
• XML

Compensation

• USD 25–30 per hour
• Minimum salary: $25.00 per hour
• Maximum salary: $30.00 per hour

Benefits

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

Accommodation

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process. If you need support accessing job postings, completing assessments, or participating in interviews, contact People Operations at [email protected].