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 mission-critical systems for a federal client. The role is based on-site in Colorado Springs, Colorado, and requires an active Secret clearance. The specialist triages, researches, and responds to questions and technical issues through tickets, phone calls, email, and in-person requests. This role supports a 24x7x365 Operations Center and requires participation in a rotational on-call schedule, with the ability to work shifts of up to 12 hours, including weekends and holidays.

Requirements

• Active Secret clearance.
• U.S. citizenship; only U.S. citizens can be considered 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.
• Ability to participate in a rotational on-call schedule and work shifts of up to 12 hours, including weekends and holidays, to support a 24x7x365 Operations Center.
• High school diploma or GED and 0–2 years of relevant professional experience, or an equivalent combination of education and experience.

Responsibilities

• Respond to telephone calls, emails, and personnel requests for technical support.
• Provide a first point of contact for customers seeking technical 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; resolve network and security problems; and identify common PC software and hardware problems.
• Create accounts, resolve account lockouts, change passwords, and assign usernames, passwords, and access permissions for proprietary applications and client software.
• Record events and problems, along with their 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 when needed, 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