Technician 1 - Help Desk Support

Maximus is a trusted federal partner supporting mission critical programs for the Centers for Medicare & Medicaid Services (CMS). Through these partnerships, Maximus delivers compliant, mission driven services that help millions access vital healthcare information and benefits.


This position will support our Centers for Medicare & Medicaid Services (CMS). The Helpdesk is the central point for Providers to report problems and seek assistance with problem reports and service requests. The help desk also provides vetting and approval and offers ongoing support for the Medicare Provider community for all aspects of the Identify Management web self-registration and profile Management process.


This position is fully remote. Employment is contingent upon successful completion of a CMS client vetting process after offer acceptance.

Essential Duties and Responsibilities:
- Assist Technician II in providing Desktop and Operational Support to assigned site and remote offices.
- Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices.
- Install and support a variety of PC operating systems.
- Diagnose, resolve, and follow up on issues relating to various user concerns.
- Use remote desktop software to provide remote support and resolve issues for users whom may be at remote offices or home office users.
- Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s), or on-line documentation repository.
- Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially as they relate to problems at the workstation level.
- Serve as a technical liaison to project managers as needed.
- Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment.
- Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations.
- Perform other duties as may be assigned by management.

Job-Specific Essential Duties and Responsibilities:

- Diagnose, resolve, and follow up on issues relating to various user concerns.

- Provide remote support and resolve issues for users whom may be at remote offices or home office users.

- Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or on-line documentation repository.

- Assist in troubleshooting advanced technical issues within the network and telecommunications environments.

- Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment.

- Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations.

- Identify areas deserving attention in the technical support environment, and consult with management.

- Ensure tickets are accurately documented and resolved in a timely manner.

- Work within the team framework created by management and work with team members on assigned projects.

- Work tasks as assigned which include but not limited to calls, email, chat, ticketing system, and all applicable queues.

- High School diploma or equivalent with 0-2 years of experience.
- May have additional training or education in area of specialization.
- Works on assignments that are routine in nature, with responsibilities easily learned on the job.
- Acquires job skills and learns applicable policies and procedures to complete routine tasks.
- Able to read, understand & perform assignments within prescribed guidelines.
- Communicates routine information in a clear and accurate way with internal & external contacts.

Job-Specific Minimum Requirements:

- High School diploma or equivalent with 1+ year of experience.

- Shift schedule for this role is 10:45 AM - 7:00 PM Eastern Time. However, candidates must be available to work Monday-Friday, 7:00 AM-7:30 PM EST.

- Strong verbal and written communication /customer service skills.

- Strong analytical and problem-solving skills.

- Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences.

- Highly detail-oriented, organized, timely, and customer service-oriented.

- Ability to work well independently and in a team setting.

- Must be able to successfully complete the CMS client vetting process as a condition of employment.

- Adaptable, flexible and able to deal with ambiguity and change.

- Excellent oral and written communication and customer service skills.

- Excellent attention to detail and good analytical skills.


Preferred Skills and Qualifications:

- May have additional training or education in area of specialization.

- Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies.

- Experience with and/or ability to use call center telephony equipment.

- Experience in customer support or call center support.

- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project).

- Government experience preferred.


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Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.