Mission Critical IT Support Specialist

1 week ago

Ajaccio, Corse, United States Maximus Full time

Job Overview

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The Maximus Technology and Consulting Services (TCS) is seeking a highly skilled IT Operational Support Center Supervisor to provide expertise in supporting mission critical systems for a federal client. This role requires a strong technical background, leadership skills, and the ability to work in a fast-paced environment.

About the Role

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  • Provide Tier 2 IT Support services for a mission critical platform.
  • Supervise the assessment and categorization of incoming support requests to determine the appropriate level of support required.
  • Log, track, and manage incidents and service requests using the organization's ticketing system, ensuring timely resolution and communication with end-users.
  • Supervisor first-line technical support for hardware, software, and network issues, escalating more complex problems to higher-tier support as necessary.
  • Assist users with advanced IT issues, such as domain refreshes, software installations, and data inquiries, change requests, etc.
  • Provide guidance on optimization strategies such as load balancing, incident optimization, network traffic monitoring, and more.
  • Develop and update knowledge base articles and technical documentation to assist users and improve the efficiency of the support process.
  • Hold the team accountable through innovation meetings to determine the best way to increase performance and shift-left potential risks and challenges.
  • Work closely with other IT support teams to ensure seamless escalation and resolution of complex issues.
  • Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system.
  • Schedule and align resources on the team to ensure 24x7 coverage of the systems.
  • Responsible for the performance and mentorship of other Tier 1 Support Specialists, acting as a guide and providing direct work assignments.
  • Supervise Tier 1 Support Specialists, overseeing their duties and functions and act as a direct line of escalation.
  • Provide training and documentation of SOPs, rhythms, and triage/diagnose methodologies to all Tier 1 Support Specialists.
  • Act as the career mentor for Tier 1 Support Specialists. Duties include coaching, approving timesheets, managing workstreams and workloads, and ensuring shifts are covered with appropriate back-up in the event of unexpected circumstances.

Requirements

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  • Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered.
  • Active Secret clearance is required.
  • This position includes flexible shift work that rotates based on customer needs, offering exposure to a range of schedules, including 1st, 2nd, 3rd, and Panama shifts.
  • This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
  • This role requires on-site support at the on-site location in Annapolis Junction, MD. Telework is not permitted.
  • 12+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.

Benefits

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The successful candidate will receive a competitive salary ranging from $80,000 to $130,000 per year, depending on experience, plus a comprehensive benefits package, including health insurance, life insurance, disability insurance, a retirement savings plan, paid holidays, and paid time off.

About Us

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Maximus is an Affirmative Action/Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment that values and respects all employees. If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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