Technician 2 - Help Desk

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

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.

Essential Duties and Responsibilities:

• Provide desktop and operational support to assigned site(s) and remote offices.

• Provide accurate and creative solutions to user problems of a moderate and complex nature.

• Provide timely resolution of user and support issues across company sites.

• Contribute to the success of the team by sharing knowledge and experience both verbally as well as through documentation of knowledge to team knowledge base.

• Install, configure, maintain, and support desktops, laptops, printers, scanners, other PC peripherals and related hardware, as well as remote access devices.

• Install and support a variety of PC operating systems.

• Work within the team framework created by management and with team members on assigned projects to accurately document and resolve tickets in a timely manner.

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

• Use remote desktop software to provide remote support and resolve issues for remote offices or home office users.

• Function as a SME on desktop support process and procedures; make suggestions to improve processes and procedures.

• Provide support to project managers to integrate/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.

Job-Specific Essential Duties and Responsibilities:

• 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.

• 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 email, chat, ticketing system, and all applicable queues.

• Handles customer support requests that cannot be solved by Tier 1.

• Forward support requests not resolved by Tier 2 as required by following established procedures.

Minimum Requirements

'- High school diploma or GED required and 2+ years of relevant professional experience required, or equivalent combination of education and experience.

Job-Specific Minimum Requirements:

• High School diploma or equivalent with 2 - 4 years of experience.

• Must have a minimum of 6 months’ of production experience in the CMS BOSC program.

• Must be available to work Monday-Friday, 10:00 AM-6:30 PM EST, with the flexibility to adjust their schedule or provide coverage outside these hours as needed.

• 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).

• Strong verbal and written communication 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.

• 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.

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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.

Minimum Salary

$26

Maximum Salary

$26