Job Requirements
Colorado Springs, CO
Secret Polygraph Unspecified
Career Level not specified
Salary not specified
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Job Description
Maximus is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland.
As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems.
This position is on-site in Colorado Springs, CO and requires a secret clearance.
Essential Duties and Responsibilities:
- Responsible for responding to telephone calls, emails, and personnel requests for technical support.
- Identify, research, and resolve technical problems.
- Document, track, and monitor problems to ensure timely resolution.
- Correct application issues, solve network and security problems, and identify common PC software and hardware problems.
- Assign username, password, and access right permissions for multiple proprietary applications, as well as client software.
Job-Specific Essential Duties and Responsibilities:
- Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
- Assist customers, troubleshoot problems, and coordinate technical support.
- Account creations, account lockouts, password changes
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Log and route service requests and incidents in an incident management system.
- Maintain service level agreements related to Desk Side support Service/Incident requests
- Direct unresolved issues to the next level of support team member
- Establish phone bridge with next level of support and customer leads per SOP's
- Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system
Job-Specific Minimum Requirements:
- Active Secret clearance is required.
- Due to contract requirements, only US Citizens can be considered.
- 1-3+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
- 1-3+ years of experience utilizing any Incident Management Ticketing System such as: § ServiceNow § Other, comparable systems
- This role supports a 24x7x365 Operations Center, requiring participation in a rotational on-call schedule and the ability to work up to 12-hour shifts, including weekends and holidays, throughout the year
As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems.
This position is on-site in Colorado Springs, CO and requires a secret clearance.
Essential Duties and Responsibilities:
- Responsible for responding to telephone calls, emails, and personnel requests for technical support.
- Identify, research, and resolve technical problems.
- Document, track, and monitor problems to ensure timely resolution.
- Correct application issues, solve network and security problems, and identify common PC software and hardware problems.
- Assign username, password, and access right permissions for multiple proprietary applications, as well as client software.
Job-Specific Essential Duties and Responsibilities:
- Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
- Assist customers, troubleshoot problems, and coordinate technical support.
- Account creations, account lockouts, password changes
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Log and route service requests and incidents in an incident management system.
- Maintain service level agreements related to Desk Side support Service/Incident requests
- Direct unresolved issues to the next level of support team member
- Establish phone bridge with next level of support and customer leads per SOP's
- Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system
Job-Specific Minimum Requirements:
- Active Secret clearance is required.
- Due to contract requirements, only US Citizens can be considered.
- 1-3+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
- 1-3+ years of experience utilizing any Incident Management Ticketing System such as: § ServiceNow § Other, comparable systems
- This role supports a 24x7x365 Operations Center, requiring participation in a rotational on-call schedule and the ability to work up to 12-hour shifts, including weekends and holidays, throughout the year
group id: 50050274
Maximus makes it easier for people to access public services and positions governments to meet complex policy and service delivery challenges with agility, resilience, and impact.
