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Tier 2 Help Desk Specialist

4 months ago

Tysons, United States Maximus Services, LLC Full time

**Description & Requirements**
The Help Desk Specialist III will provide support to end users on a variety of issues. This position will identify, research, and resolve technical problems.

Essential Duties and Responsibilities:

- Demonstrate substantial understanding of technical tactics by using a variety of internal and external sources to repair the operational deficiency.
- May provide guidance and work leadership to less-experienced technicians.
- Resolve more complex technical issues submitted by less-experienced technicians.
- Participates in special projects as required.

Essential Duties:

- 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

Minimum Requirements
- High School diploma or equivalent with 2-4 years of experience.
- May have additional training or education in area of specialization.

EEO Statement

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.