Tier 1 Help Desk Specialist – Maximus – Grand Rapids, MI

Job title: Tier 1 Help Desk Specialist

Company: Maximus

Job description: Description & RequirementsMaximus is seeking a talented Tier 1 Help Desk Specialist to provide support to their CMS BOSC client.Essential Duties and Responsibilities:
– Work on a variety of projects requiring considerable judgement and initiative.
– Demonstrate in-depth understanding of technical tactics, and may have supervisory responsibilities.
– Resolve more complex technical issues submitted by less-experienced technicians.
– Participates in special projects as required.Project Specific 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

*Work tasks as assigned which include but not limited to email, chat, ticketing system, and all applicable queues.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 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

Minimum RequirementsMinimum Requirements:
– High School diploma or equivalent with 3-5 years of experience.
– May have additional training or education in area of specialization.EEO StatementActive 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.Pay TransparencyMaximus compensation is based on various factors including but not limited to job location, a candidate’s education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus’s total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant’s salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Expected salary:

Location: Grand Rapids, MI

Job date: Sun, 05 May 2024 22:44:27 GMT

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