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IT Support (Telephony/PC) in Jacksonville, FL at Maximus, Inc.

Date Posted: 4/5/2018

Job Snapshot

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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.


 All positions in this project are classified as limited capacity.  This means that the duration of your employment with MAXIMUS is based on business needs and based on the contract requirements of the services provided.

This position provides front-line support for Contact Center Customer Service Representatives (CSRs) for desktops in support of a government agency. This support includes all desktop applications and interfaces, website navigation and accessibility, moves/adds/changes (MACs), routine maintenance, troubleshooting, and reporting.  Initial start-up efforts will require installation of all CSR and contact center support staff desktops in a multi-site environment.

  • Respond to and communicate with call center representatives to support their use of desktop applications and associated websites
  • Assist the leadership team in associated project tasks
  • Ensure that tracking and reporting requirements are consistently maintained and updated at all times in regards to help desk tickets opened, closed, pending, User ID's, accurate number of licenses and disabled accounts, as assigned by the leadership team
  • Attend regularly-scheduled conference calls to create a virtual call center and maintain a team environment
  • Assist the leadership team in the evaluation and creation of business processes to improve future decisions
  • Help develop creative yet workable solutions to difficult, complex problems
  • Accurately track details required to ensure the call center maintains compliance with Standard Operating Procedures (SOP)
  • Assist the leadership team in creating, refining and maintaining Standard Operating Procedures that involve call center operations and the desktop applications as required
  • Coordinate the use of Broadcast Messages and/or User Alerts that do not pertain to content development
  • Facilitate the deployment and configuration of personal computers
  • Coordinate with the facilities department or program for internal moves of people and equipment
  • Install operating systems, configure email accounts, troubleshoot IP and connectivity issues, ensure proper web browser installation, and perform proper local workstation and network configuration as well as software configuration
  • Enforce licensing agreements, developing a storage management program and providing for routine backups
  • Install and maintain network hardware and software
  • Troubleshoot network usage and computer peripherals
  • Coordinate the use of Broadcast Messages and/or User Alerts
  • Work with supervisory staff at call center(s)
  • Perform as a backup to the leadership team members if required
  • Perform other duties as assigned

The Ideal Candidate will Possess the Following Additional Education and Experience
  • High School Diploma or GED with appropriate combination of education and experience for minimum of three (3) to five (5) years of experience required
  • Ability to obtain government clearance
  • Strong written and verbal communication skills
  • Ability to interact appropriately with all levels of employees and management
  • Ability to work well in a team-oriented environment
  • Strong interpersonal and customer service skills
  • Strong analytical and organizational skills
  • Sufficient knowledge of systems software to determine if a malfunction is in the hardware or in the software
  • Ability to understand and troubleshoot software
  • Computer literate and familiar with help desk procedures
  • Experience training end users
  • Ability to install/deploy Windows-based computers
  • Working knowledge of Microsoft suite of products including Word, Excel, Access and PowerPoint
  • Knowledge of Internet Explorer software usage and configuration
  • Ability to occasionally travel for the implementation of new sites
  • Ability to lift up to 35 pounds
  • Ability to work off-shift as necessary

Additional Requirements as per contract/client:

  • Must be current on federal student loans or must not be delinquent on federal student loans
  • Federal security clearance (through MAXIMUS Federal) required
  • US Citizenship required

 All positions in this project are classified as limited capacity.  This means that the duration of your employment with MAXIMUS is based on business needs and based on the contract requirements of the services provided.

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.