Remote Help Desk Technician for CMS BOSC

Maximus; Montpelier (VT); Remote; USD 40,000 - 49,000; Full time

Job summary

Maximus is seeking a Technician 1 - Help Desk to support CMS BOSC clients. This fully remote role focuses on providing desktop and operational support, including password resets, account unlocks, MFA troubleshooting, and timely ticket updates.

You will diagnose problems, use remote desktop tools, and coordinate with project managers to deploy new technology into production. The position may involve training and ongoing support for other BOSC programs.

Qualifications

• Strong verbal and written communication /customer service skills.
• Ability to follow processes and guidelines to ensure repeatable customer experiences.
• Highly detail-oriented, organized, timely, and customer service-oriented.

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 at remote offices or home offices.
• 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 workstation level problems.
• 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 image deployment tasks for workstations.
• Perform other duties as may be assigned by management.
• Provide remote support and resolve issues for users at remote offices or home offices.
• 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.

Skills

Communication

Customer service

Problem solving

Teamwork

Education

High School diploma

Tools

Ticketing system

Remote desktop

Microsoft Office

Job description

Maximus is seeking a Technician 1 - Help Desk to support CMS BOSC clients. This fully remote role focuses on providing desktop and operational support, including password resets, account unlocks, MFA troubleshooting, and timely ticket updates.

You will diagnose problems, use remote desktop tools, and coordinate with project managers to deploy new technology into production. The position may involve training and ongoing support for other BOSC programs.