Help Desk Tier 1 Support Technician

Position Overview

Maximus is seeking a Help Desk Support Technician to provide expertise to a critical federal client. The Help Desk Specialist Tier 1 will support end users on a variety of issues by identifying, researching, and resolving technical problems.

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 along with remote access devices.
• Install and support a variety of PC operating systems.
• Diagnose, resolve, and follow up on issues relating to various user concerns.
• Utilize remote desktop software to support users at remote or home offices.
• Provide written updates for problem resolution in the ticketing system, knowledge bases, troubleshooting manuals, or online documentation repository.
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments.
• Serve as a technical liaison to project managers as needed and help integrate new projects or technology transitions to the production support environment.
• Assist in maintaining software and workstation image management using image deployment software.
• Identify areas requiring attention in the technical support environment and consult with management.
• Ensure tickets are accurately documented and resolved in a timely manner.
• Handle customer support requests that cannot be solved by Tier 1 and forward unresolved requests to Tier 2 following established procedures.

Required Qualifications

• High School diploma or equivalent with 0-2 years of experience.
• Ability to read, understand, and perform assignments within prescribed guidelines.
• Communicate routine information in a clear and accurate manner with both internal and external contacts.

Preferred Qualifications

• Additional training or education in a specialized area.
• Experience with call center telephony equipment.
• Background in customer support or call center support.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, and Project).
• Government experience.
• Strong verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to work both independently and as part of a team.
• Exceptional attention to detail and organizational skills.

Benefits & Perks

• Competitive Compensation based on various factors including job location, experience, and performance.
• Health Insurance Coverage along with life and disability insurance.
• Retirement Savings Plan to help secure your future.
• Paid Holidays and Paid Time Off to promote work-life balance.
• Short- and long-term incentives plus program-specific awards.