Technician 1 - Help Desk Support

Maximus; Dover (DE); Remote; USD 25,000 - 30,000; Full time

Job summary

Maximus in Dover, Delaware, is seeking a Helpdesk Technician II to provide desktop and remote IT support to both site-based and home-office users under CMS guidelines.

The role involves diagnosing and resolving issues, updating ticket records, and collaborating with project managers to transition new technology into production support. The role is fully remote and requires CMS vetting.

A keen attention to detail and strong communication skills are essential for success.

Qualifications

• High School diploma or equivalent; 0-2 years experience for entry, 1+ year for job-specific minimum.
• Shift schedule includes 10:45 AM - 7:00 PM ET; must be available Mon-Fri 7:00 AM-7:30 PM EST.
• Strong verbal and written communication / customer service skills.
• Strong analytical and problem-solving skills.
• Ability to follow processes and guidelines for consistent customer experiences.
• Detail-oriented, organized, timely, and customer-service driven.
• Ability to work independently and in a team.
• CMS client vetting process as a condition of employment.
• Adaptable 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.

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, and 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 or home offices.
• Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manuals, or online documentation repository.
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially workstation-related 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 production support.
• Assist in maintaining software and workstation image management, including image deployment software tasks.
• Perform other duties as may be assigned by management.

Skills

Customer service

Verbal communication

Problem solving

Teamwork

Time management

Education

High School diploma or equivalent

Tools

Ticketing systems

Remote desktop

Microsoft Office

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 will support our Centers for Medicare & Medicaid Services (CMS). The Helpdesk is the central point for Providers to report problems and seek assistance with problem reports and service requests. The help desk also provides vetting and approval and offers ongoing support for the Medicare Provider community for all aspects of the Identify Management web self-registration and profile Management process.

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

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.

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.

Job-Specific Minimum Requirements:

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

• Shift schedule for this role is 10:45 AM - 7:00 PM Eastern Time. However, candidates must be available to work Monday-Friday, 7:00 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.

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

$17.98

Maximum Salary

$21.53