IT Service Desk Technician

Maximus is seeking an IT Service Desk Analyst. As an IT Service Desk Analyst you are the first point of contact or all IT related incidents and service requests. This front ling support to the end user community, ensuring timely resolution of issues, exceptional customer service and adherence to organizational IT standards and processes. This versatile resource is responsible for providing end-to-end technical support across the IT Service Desk, Desktop Support, Video Teleconferencing (VTC), and Mobile Device (iPhone), and Application and Tools environments. This role ensures seamless technology experiences by responding to incidents, fulfilling service requests, and assisting with equipment setup, troubleshooting, and maintenance. Interpersonal skills and exceptional customer service are required.

This position is an onsite role, 5 days a week in Morgantown, WV or Pittsburgh, PA, and requires a Public Trust security clearance.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS145, T1, Band 4

Job-Specific Essential Duties and Responsibilities:

Key Responsibilities:

User Support & Incident Management

• Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing system.

• Diagnose and troubleshoot hardware, software, network, and account access issues.

• Provide step-by-step support and resolution for end-user issues or escalate as needed.

• Log, categorize, and prioritize incidents and service requests in the ServiceNow IT Service Management (ITSM) system.

• Accurately log, categorize, and escalate incidents and service requests in the ServiceNow ITSM tool.

• Perform advanced troubleshooting for hardware, software, peripherals, network, access etc. issues.

• Coordinate with other IT towers to ensure timely resolutions.

• Model and promotes bet practices in customer service and IT Service Desk processes.

Service Request Fulfillment

• Process user requests such as account provisioning, password resets, and software installations following established procedures.

• Maintain compliance with security and access control policies.

Communication & Customer Service

• Communicate clearly and professionally with end-users to provide status updates and estimated resolution times.

• Deliver a high level of customer satisfaction by maintaining empathy and professionalism in all interactions.

Escalation & Collaboration

• Escalate complex incidents or recurring problems to Level 2/3 support teams.

• Collaborate with infrastructure, network, and application teams to resolve user issues.

Knowledge Management

• Contribute to and maintain internal knowledge base and user documentation.

• Suggest improvements to processes, tools, and support materials to increase efficiency and effectiveness.

Asset & Configuration Support

• Assist in maintaining inventory of IT assets and equipment assigned to users.

• Support deployment and retrieval of IT equipment as needed.

Monitoring & Reporting

• Monitor ticket queues to ensure SLAs and KPIs are met.

• Provide regular reports on service desk performance and trends to management.

Job-Specific Minimum Requirements:

• Associate’s degree in information technology or related field, or equivalent experience.

• 2+ years of IT support experience across multiple technology areas or Relevant certifications such as ITIL Foundation, CompTIA A+, or HDI Support Center Analyst (preferred but not required).

• Strong knowledge of Windows and macOS operating systems, Microsoft 365, and collaboration tools (Teams, WebEx).

• Experience with ServiceNow or similar ITSM ticketing systems.

• Excellent communication and customer service skills.

• Ability to multitask and adapt quickly to changing priorities.

• Basic troubleshooting of Hardware, Software and Networking fundamentals.

Preferred Skills and Qualifications:

• CompTIA A+, Network+, or equivalent certifications.

• Hands-on experience supporting executive-level staff or high-visibility meetings.

• Knowledge of ITIL practices for incident, request, and asset management. ITIL Foundations certification a Plus.

• Basic Understanding of Active Directory and Microsoft Entra ID.

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Minimum Requirements

TCS145, T1, Band 4

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.

Minimum Salary

$20

Maximum Salary

$23