Technician 1 - Help Desktop Support REMOTE

Position Overview

This position will support our Centers for Medicare & Medicaid Services (CMS). The Helpdesk is integral to this program, delivering comprehensive assistance to diverse user groups including Primary Manufacturers, Dispensing Entities, Contractors, and CMS staff. It offers key services such as resetting user IDs and passwords, unlocking accounts, addressing system access challenges including troubleshooting multi factor authenticator (MFA) issues, managing profile updates (approval and rejection of role requests), assisting with navigating the MTF portal, and addressing inquiries related to reports, files, data exchange, and supporting documentation.

Key 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 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 support to users at remote or home offices.
• Provide written updates for problem resolution in ticketing systems, knowledge bases, or troubleshooting manuals.
• Assist in troubleshooting advanced technical issues within network and telecommunications environments.
• Serve as a technical liaison to project managers and support integration and transition of new technology efforts into production support.
• Maintain software and workstation image management, including using image deployment software.
• Identify areas in the technical support environment that require attention and consult with management.
• Ensure tickets are accurately documented and resolved in a timely manner.
• Collaborate within the team framework on assigned projects and support tasks via email, chat, and ticketing systems.
• Perform other duties as assigned by management.

Required Qualifications

• High School diploma or equivalent with 0-2 years of experience; additional training or education in a specialized area is a plus.
• Ability to read, understand, and perform assignments within prescribed guidelines.
• Clear and accurate communication with internal and external contacts.
• Knowledge of monitoring logs and scheduled events with the ability to report problems and anomalies.
• Experience with or ability to use call center telephony equipment and customer support systems.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, and Project).
• Government experience preferred.
• Strong verbal and written communication, 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 effectively both independently and in a team setting.
• Adaptability and flexibility to deal with ambiguity and change.

Benefits & Perks

• Compensation:$17.98 - $23.50 per hour, commensurate with job duties and relevant experience.
• Benefits:Health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off.
• Additional rewards may include short- and long-term incentives as well as program-specific awards.