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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