Helpdesk Specialist

Maximus

22h•$25 - $30•Onsite

About The Position

Maximus is seeking a Helpdesk Specialist to provide expertise to a federal client in support of mission-critical systems. This onsite role in Annapolis Junction, Maryland, provides technical support to users and clients by triaging, researching, and answering questions about the program and its systems. An active Secret clearance is required, and only U.S. citizens can be considered due to contract requirements. The Helpdesk Specialist serves as a first point of contact for customers seeking technical assistance through tickets, phone calls, email, or in person. The role supports a 24x7x365 Operations Center and requires participation in a rotational on-call schedule and the ability to work shifts of up to 12 hours, including weekends and holidays. The position also involves receiving and entering critical time data in various formats and converting it to customer-defined formats, such as XML, for ingestion into a vetting system. The posting lists an annual salary range of $25.00 to $30.00.

Requirements

Active Secret clearance.
U.S. citizenship, due to contract requirements.
1–3+ years of experience in Helpdesk, ServiceDesk, 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, in support of a 24x7x365 Operations Center.

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; solve 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 through tickets, phone calls, email, or in person.
Assist customers, troubleshoot problems, and coordinate technical support.
Create accounts and resolve account lockouts and password-change requests.
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 for Desk Side support service and incident requests.
Direct unresolved issues to the next level of support.
Establish phone bridges with the next level of support and customer leads in accordance with standard operating procedures.
Receive and input critical time data in various formats, convert it to a customer-defined format such as XML, and ingest it into the vetting system.