Help desk specialist

Job Description Summary

Position is contingent upon award

The Help Desk Specialist III will provide support to end users on a variety of issues. This position will identify, research, and resolve technical problems.

Essential Duties :

• 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

Education and Experience :

• Associate's Degree from an accredited college or university; equivalent experience will be considered in lieu of degree


• At least four (4) years of relevant Help Desk experience required


• 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


• Strong verbal and written communication 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


• 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

Job Summary

Essential Duties and Responsibilities :

• Responsible for responding to telephone calls, email and personnel requests for technical support.


• Responsible for the 24x7 operation of the MAXIMUS infrastructure.


• Identify, research and resolve technical problems.


• Mentor and train other technicians on more complex and / or critical procedures and items.


• Document, track and monitor problems to ensure timely resolution.


• Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.


• Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.


• Correct application issues, solve network and security problems and identify common PC software and hardware problems.


• Provide hardware support of PCs and Laptops, such as installing replacement hardware or upgrading hardware.


• Support Software / Hardware on equipment such as Scanners, Copiers, Printers, Monitors and other peripherals.


• Provide support for Windows XP and Windows 7 by evaluating and troubleshooting issues including running in-depth diagnostics.


• Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software.


• Perform other duties as assigned by management.

Minimum Requirements :

• High School diploma or equivalent with 4+ years of experience, or Associate degree with 2+ years of experience.


• May have additional training or education in area of specialization.


• Works on assignments that are moderately difficult, requiring judgement in resolving issues.



• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.


• Able to research and resolve most non-routine issues independently.


• Communicates on complex or sensitive issues or drafts such responses for supervisor or team lead.



Last updated : 2022-11-27