Help desk specialist
MAXIMUS
McLean, Virginia
help desk
technical
software
hardware
management
team
help desk
research
written
troubleshooting
procedures
remote
technical support
December 8, 2022
MAXIMUS
McLean, Virginia
FULL_TIME
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
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