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Help Desk Support Technician in Suitland-Silver Hill, MD at Maximus, Inc.

Date Posted: 2/21/2018

Job Snapshot

Job Description

MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

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.

  • Utilize standard technology such as telephone, email, and web browser to complete work tasks
  • Document, track and monitor the problem to ensure a timely resolution
  • Rely on experience and judgment to plan and accomplish goals and daily task assignments
  • Perform a variety of complicated as well as routine tasks
  • Work in a small collaborative team environment, typically reports to a project leader or manager
  • Work after hours and at other NOAA facilities may be required periodically
  • Ability to use reference materials from various sources such as network based electronic files and printed manuals
  • Record daily activities, transactions by documenting details of inquiries, incidents, comments and action taken
The Ideal Candidate will Possess the Following Additional Education and Experience
  • Associate's Degree from an accredited college or university required, equivalent experience will be considered in lieu of degree
  • At least two (2) years of relevant Customer Support or Call center support experience is 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
  • IT Help Desk support experience (desired)
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
  • 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
  • Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
  • Possesses the ability to work well under pressure and to meet deadlines as needed
  • 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

Physical Requirements:

  • Ability to sit for up to 80% of time
  • Ability to reach for or file documents up to 10% of time
  • Work is performed in an office environment with a low to moderate noise level

Additional Requirements as per contract/client:

  • Ability to obtain and maintain a Public Trust Security Clearance
  • United States Citizenship
EEO Statement EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you

A committed and diverse workforce is our most important resource.

MAXIMUS is an Affirmative Action/Equal Opportunity Employer.

MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.