Helpdesk Specialist

Maximus

2d • $25 - $30 • Onsite

About The Position

Maximus is seeking a Helpdesk Specialist to provide technical support to a federal client and its mission-critical systems. This onsite role is based in Annapolis Junction, Maryland, and requires an active Secret clearance. The position supports a 24x7x365 Operations Center, with participation in a rotational on-call schedule and the ability to work shifts of up to 12 hours, including weekends and holidays.

The Helpdesk Specialist serves as a first point of contact for customers seeking technical assistance by ticket, phone, email, or in person. The role involves troubleshooting and coordinating support, managing user accounts and access, documenting and routing incidents, maintaining service level agreements, and escalating unresolved issues. It also includes receiving critical time data in various formats, converting it to customer-defined formats such as XML, and ingesting it into the vetting system.

Requirements

• Active Secret clearance.
• U.S. citizenship.
• 1–3+ years of experience in Helpdesk, Service Desk, or Call Center work, or equivalent customer service experience.
• 1–3+ years of experience using an incident management ticketing system, such as ServiceNow or a comparable system.
• High school diploma or GED and 0–2 years of relevant professional experience, or an equivalent combination of education and experience.
• Ability to participate in a rotational on-call schedule and work shifts of up to 12 hours, including weekends and holidays.

Responsibilities

• Respond to telephone calls, emails, and personnel requests for technical support.
• Identify, research, and resolve technical problems.
• Document, track, and monitor problems to ensure timely resolution.
• Correct application issues; resolve network and security problems; and identify common PC software and hardware problems.
• Assign usernames, passwords, and access-right permissions for proprietary applications and client software.
• Serve as a first point of contact for customers seeking assistance by ticket, phone, email, or in person.
• Assist customers, troubleshoot problems, and coordinate technical support.
• Create accounts, resolve account lockouts, and change passwords.
• Record events, problems, and resolutions in logs.
• Follow up with customers and update their status and information.
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to desk-side support service and incident requests.
• Direct unresolved issues to the next level of support.
• Establish phone bridges with next-level support and customer leads according to standard operating procedures.
• Receive and input critical time data in various formats, convert it to customer-defined formats such as XML, and ingest it into the vetting system.

Benefits

• Health insurance coverage
• Life insurance
• Disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off
• Short- and long-term incentives and program-specific awards may also be available

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED