Helpdesk Specialist

Maximus

6d•$25 - $30•Onsite

About The Position

Maximus is seeking a Helpdesk Specialist to provide technical support to a federal client supporting mission-critical systems. This onsite role is based in Annapolis Junction, Maryland, and requires an active Secret clearance and U.S. citizenship. 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 is a first point of contact for customers requesting technical assistance by ticket, phone, email, or in person. The role involves troubleshooting and resolving technical issues, coordinating support, managing service requests and incidents, and maintaining customer updates and records. Duties also include managing user accounts and access, supporting applications, networks, and PC hardware and software, and converting critical time data into customer-defined formats for system ingestion.

Requirements

Active Secret clearance.
U.S. citizenship due to contract requirements.
1–3+ years of experience in help desk, service desk, call center, 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.
Act as the first point of contact for customers seeking technical assistance by ticket, phone call, 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, and change passwords.
Assign usernames, passwords, and access-right permissions for proprietary applications and client software.
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 a phone bridge with the next-level support team and customer leads according to standard operating procedures.
Receive and input critical time data in various formats, convert it into customer-defined formats such as XML, and ingest it into the vetting system.