Customer Service Representative - Help Desk Support

Maximus; Tysons (VA); On-site; USD 24,000 - 34,000; Full time

Job summary

Maximus is seeking a Desktop Support Technician II to deliver end-user hardware and software support at the Tysons, VA site and remote locations. You will diagnose issues, provide remote assistance, and document resolutions in the ticketing system.

You will also help maintain image deployment, assist project managers with transitions to production support, and collaborate with team members to ensure timely, accurate ticket closures.

Qualifications

• High School diploma or equivalent.
• 0-2 years of related experience.
• Available to work Monday-Friday, 7:00 AM-7:45 PM EST.
• Strong verbal and written communication / customer service skills.
• Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences.

Responsibilities

• Provide Desktop and Operational Support to assigned site and remote offices.
• Install, configure, maintain, and support desktops, laptops, printers, scanners and PC peripherals.
• Diagnose, resolve, and follow up on issues. Provide remote support as needed.
• Document problem resolutions in ticketing system and knowledge bases.
• Assist project managers in integrating and transitioning projects to production support.

Skills

Customer service

Verbal communication

Analytical thinking

Problem solving

Attention to detail

Teamwork

Education

High School diploma or equivalent

Tools

MS Office

Remote desktop

Imaging software

Job description

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:- Diagnose, resolve, and follow up on issues relating to various user concerns- 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) and procedures, or on-line documentation repository- Assist in troubleshooting advanced technical issues within the network and telecommunications environments- 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- 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 0 - 1 years of experience.- Candidates must be available to work Monday-Friday, 7:00 AM-7:45 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 skillsPreferred 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 preferredMinimum 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.EEO StatementMaximus 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.Pay TransparencyMaximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.AccommodationsMaximus 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 require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at [e-mail] .Minimum Salary$21.00Maximum Salary$21.00