Specific Responsibilities:
• Perform initial 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. • Provide first-line technical support and triage for hardware, software, and network issues. • Operate various system applications, such as the Microsoft Office suite, to assist in daily tasks. • Determine the appropriate escalation policy required for complex issues. Work closely with other IT support teams to ensure seamless escalation and resolution of complex issues. • Assist users with basic IT issues, including password resets, software installations, and configuration of email and other applications. • Develop and update knowledge base articles and technical documentation to assist users and improve the efficiency of the support process. • Proactively monitor system performance and alerts and address potential issues before they impact users. • Provide excellent customer service, ensuring a positive experience for end-users by effectively communicating and resolving their IT issues. • Offer guidance and training to end-users on best practices for using IT systems and applications. • Perform onsite facilities checks verifying the integrity of the mission systems. • 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. • Utilize incident management ticketing systems, such as Remedy, ServiceNow or other, comparable applications/systems.
Requirements:
• Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered. • A High School diploma or GED is required. • 1+ years of work related experience required. • Active Secret clearance is required. • 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 in the Annapolis Junction, MD area. Telework is not permitted. • Previous experience in IT and/or customer service roles are welcomed but not required.
#techjobs #clearance Minimum Requirements TCS257, S2, Band 2 EEO Statement Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.