Technician 1 - Help Desk Support

Job Summary

Maximus is seeking a dedicated Technician 1 - Help Desk Support to provide essential technical assistance for assigned site and remote offices. This full-time, remote position involves installing, configuring, maintaining, and supporting various hardware and software, diagnosing issues, and providing remote support to users across the United States. If you're looking to start your career in IT support with a focus on problem-solving and customer service, this role at Maximus offers a valuable opportunity.

Essential Duties and Responsibilities

• Assist Technician II in providing Desktop and Operational Support to assigned site and remote offices.
• Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices.
• Install and support a variety of PC operating systems.
• Diagnose, resolve, and follow up on issues relating to various user concerns.
• Use remote desktop software to 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), or on-line documentation repository.
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially as they relate to problems at the workstation level.
• Serve as a technical liaison to project managers as needed.
• 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.
• Perform other duties as may be assigned by management.

Job-Specific Essential Duties and Responsibilities

• Provide remote support and resolve issues for users who may be at remote offices or home users.
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments.
• 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.

Minimum Requirements

Candidates should possess a High School diploma or equivalent, with 0-2 years of experience. Additional training or education in a specialization area is a plus. The role involves routine assignments, where job skills and applicable policies are easily learned on the job. The ability to read, understand, and perform assignments within prescribed guidelines is essential. Clear and accurate communication with internal and external contacts is also required.

Job-Specific Minimum Requirements

• High School diploma or equivalent.
• 0-1 years of work-related experience.

Preferred Skills and Qualifications

• Additional training or education in area of specialization.
• 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.

Key skills/competency

• Help Desk Support
• Desktop Support
• Technical Troubleshooting
• Remote Support Software
• PC Peripherals
• Operating Systems
• Ticketing Systems
• Network Troubleshooting
• Customer Service
• Microsoft Office Suite