Helpdesk Specialist

Maximus

5d•$25 - $30•Onsite

About The Position

Maximus is seeking a Helpdesk Specialist to provide technical support to users and clients of a federal client’s mission-critical systems. This on-site position is based in Colorado Springs, Colorado, and requires an active Secret clearance. Only U.S. citizens are eligible; candidates with dual citizenship cannot be considered. The Helpdesk Specialist serves as a first point of contact for customers seeking assistance by ticket, telephone, email, or in person. The role involves triaging, researching, troubleshooting, documenting, and routing technical issues, coordinating support, and keeping customers informed through resolution. It also includes maintaining service-level agreements for desk-side support and working with the next level of support when an issue cannot be resolved at the initial level. The position supports a 24x7x365 Operations Center. It requires participation in a rotational on-call schedule and the ability to work shifts of up to 12 hours, including weekends and holidays. The role also receives critical time data in various formats, converts data to customer-defined formats such as XML, and ingests it into a vetting system.

Requirements

Active Secret clearance.
U.S. citizenship; candidates with dual citizenship cannot be considered.
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, with 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.
Act as the first point of contact for customers seeking assistance through tickets, phone calls, email, or in person.
Assist customers, troubleshoot problems, and coordinate technical support.
Identify, research, and resolve technical problems.
Document, track, and monitor problems to ensure timely resolution.
Correct application issues; troubleshoot network and security problems; and identify common PC software and hardware problems.
Create accounts, resolve account lockouts, and change passwords.
Assign usernames, passwords, and access permissions for proprietary applications and client software.
Record events and problems, along with their resolution, 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 in accordance with SOPs.
Receive and enter critical time data in various formats, convert it to customer-defined formats such as XML, and ingest it into the vetting system.