Customer Service Representative - Help Desk

Maximus; Madison (WI); Remote; USD 24,000 - 35,000; Full time

Job summary

Maximus is seeking a Technician 1 - Help Desk to support the CMS BOSC program. This fully remote role requires handling user id resets, MFA issues, account unlocks, and profile updates, with escalation as needed.

You will provide desktop hardware support, install operating systems, and document resolutions in our knowledge base and ticketing systems. Candidate must meet CMS vetting requirements and adapt to shifting priorities across BOSC work queues.

Qualifications

• High School diploma or equivalent with 0-2 years of experience.
• Available to work Monday-Friday, 11:00 AM - 7:30 PM EST.
• Strong written and verbal communication / customer service skills.

Responsibilities

• Provide remote desk and operational support to assigned users.
• Install, configure, and support desktops, laptops, printers, and peripherals.
• Resolve user issues and document updates in ticketing systems.
• Use remote tools to assist remote/home office users.
• Collaborate with project managers to transition projects to production support.

Skills

Communication skills

Customer service

Problem solving

Attention to detail

Log monitoring

Call center tech

MS Office

Education

High School diploma or equivalent

Tools

MS Office Suite

Job description

Maximus is a trusted federal partner supporting mission‑critical programs for the Centers for Medicare & Medicaid Services (CMS). Through these partnerships, Maximus delivers compliant, mission‑driven services that help millions access vital healthcare information and benefits.

This position is fully remote. Employment is contingent upon successful completion of a CMS client vetting process after offer acceptance.

This position will support our Centers for Medicare & Medicaid Services (CMS). Maximus is seeking a talented Technician 1 - Help Desk agent to provide support to their CMS BOSC client.

• Resetting user Ids and passwords


• Unlocking accounts


• Addressing system access challenges, troubleshooting multi factor authenticator issues (MFA)


• Managing profile updates including approval and rejection of role requests.


• Addressing inquiries related to reports, files, data exchange and supporting documentation.

While this position is primarily assigned to support the BOSC 1 program, candidates should be aware that based on business needs, work assignments may include training and temporary or ongoing support for other programs/work queues within the broader BOSC program. Flexibility and adaptability to shifting priorities is essential.

Essential Duties and Responsibilities:

• Assist Technician II in providing Desktop and Operational Support to assigned site and remote offices.


• Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices.


• Install and support a variety of PC operating systems.


• Diagnose, resolve, and follow up on issues relating to various user concerns.


• Use remote desktop software to provide remote support and resolve issues for users whom may be at remote offices or home office users.


• Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s), or on-line documentation repository.


• Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially as they relate to problems at the workstation level.


• Serve as a technical liaison to project managers as needed.


• Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment.


• Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations.


• Perform other duties as may be assigned by management.

Job‑Specific Essential Duties and Responsibilities:

• Provide remote support and resolve issues for users whom may be at remote offices or home office users.


• Identify areas deserving attention in the technical support environment, and consult with management.


• Ensure tickets are accurately documented and resolved in a timely manner.


• Work within the team framework created by management and work with team members on assigned projects.


• Work tasks as assigned which include but not limited to calls, email, chat, ticketing system, and all applicable queues.

Job‑Specific Minimum Requirements:

• High School diploma or equivalent with 1+ years of experience.


• Candidates must be available to work Monday-Friday, 7:00 AM-7:45 PM EST although hours for this position will typically be 11:00 AM - 7:30 PM EST.


• Strong verbal and written communication /customer service skills.


• Strong analytical and problem-solving skills.


• Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences.


• Highly detail-oriented, organized, timely, and customer service-oriented.


• Ability to work well independently and in a team setting.


• Must be able to successfully complete the CMS client vetting process as a condition of employment.


• Adaptable, flexible and able to deal with ambiguity and change.


• Excellent oral and written communication and customer service skills.


• Excellent attention to detail and good analytical skills.

Minimum Requirements

'- High School diploma or equivalent with 0-2 years of experience.

• May have additional training or education in area of specialization.


• Works on assignments that are routine in nature, with responsibilities easily learned on the job.


• Acquires job skills and learns applicable policies and procedures to complete routine tasks.


• Able to read, understand & perform assignments within prescribed guidelines.


• Communicates routine information in a clear and accurate way with internal & external contacts.

Preferred Skills and Qualifications:

• May have additional training or education in area of specialization.


• Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies.


• Experience with and/or ability to use call center telephony equipment.


• Experience in customer support or call center support.


• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project).


• Government experience preferred.

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Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$21.53

Maximum Salary

$21.53