Provides accurate and creative solutions to user problems of moderate nature (Tier 1) to ensure user productivity. Assist in timely resolution of user and support issues across company sites and ensure timely distribution of knowledge to clients and support technicians.
Maintains “library” of product documentation for products used by MAXIMUS. Works with APS staff to maintain updated MAXIMUS created applications.
Monitors and reports recurring problems with software and hardware (trends) to the Help Desk Manager and other technology discipline managers.
Ensures technical documentation is easily accessible and up-to-date. Defines and facilitates the process of having other staff member revise documentation, submit revisions for review, approves revisions and oversees the distribution of changes.
Assists with the development and maintenance of corporate and remote site emergency preparedness planning and testing
Other duties as assigned
The Help Desk Technician fields incoming Help Desk technical problems and requests from the general MAXIMUS employee population and assists in coordination and resolution of these issues and requests while providing exceptional customer service. Additionally the candidate will enforce best practices, and written procedures
The Ideal Candidate will Possess the Following Additional Education, Experience, and Abilities:
One (1) year previous Help Desk/Technical Support Experience
Exceptional communications skills in a team atmosphere
Attention to detail, customer service orientation and creativity in problem solving required.
Excellent track record in providing outstanding and unparalleled customer service required.
Strong technical documentation skills and experience
PC hardware and software experience
MAXIMUS (NYSE:MMS) is a leading health and human services administrator for governments in the United States, United Kingdom, Canada and Australia. We deliver administrative solutions to improve the cost effectiveness, efficiency and quality of government-sponsored benefit programs across the globe. Operating under our founding mission of Helping Government Serve the People, we have more than 7,000 employees located in more than 220 offices worldwide. MAXIMUS is an Affirmative Action and Equal Opportunity employer.
Education Required: High School Diploma or GED Education Preferred: Associates and/or Bachelors degree from an accredited college or university
Technical Skills / Knowledge Preferred: Proficient in Microsoft Office (Word, and Excel)
Subject Matter Expertise/Experience Required: 0 - 1 year of related job experience
Personal/Soft Skills: Organizational, interpersonal, written and verbal communications skills, ability to perform comfortably in a fast-paced, deadline-oriented work environment, ability to successfully execute many tasks simultaneously, ability to work as a team member, attentional to detail, as well as independently and ability to work under standards-based performance measures
Duties / Responsibilities:
1. Use appropriate designated work instructions and other instructions to execute routine and repetitive tasks
2. Ensure the confidentiality and security of all information
3. Accurately perform data entry in accordance with department policies and procedures
4. Perform other duties as may be assigned by management
MAXIMUS offers a comprehensive benefits package including:
Healthcare Insurance (medical, dental, vision)
Short and Long Term Disability Insurance
Flexible Spending Accounts (FSA)
401(k) Retirement Plan with company match
Our benefit program also includes paid holidays, PTO, tuition reimbursement, and supplemental insurance (auto and pet insurance discounts, legal plan, and credit union).
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