Customer Service Representative - Help Desk Support

Technician 1 - Help Desk Support

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 supports the Centers for Medicare & Medicaid Services (CMS) in administering the Medicare Drug Price Negotiation Program.

The program helps ensure that negotiated Maximum Fair Prices (MFPs) for selected prescription drugs are available to eligible pharmacies and dispensers. When a disparity arises between a dispenser's drug acquisition cost and the negotiated MFP, manufacturers are mandated to retrospectively issue refunds to dispensers, thereby upholding their negotiated obligations. The BOSC program supports these efforts by enabling the processing of MFP refund claims, calculating retrospective refund amounts, and supporting the systems and operational processes that ensure accurate and compliant program administration.

This position is fully remote.

Essential Duties and Responsibilities:

• Assist Technician II in providing Desktop and Operational Support to assigned site and remote offices.
• Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices.
• Install and support a variety of PC operating systems.
• Diagnose, resolve, and follow up on issues relating to various user concerns.
• Use remote desktop software to 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), or on-line documentation repository.
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially as they relate to problems at the workstation level.
• Serve as a technical liaison to project managers as needed.
• 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.
• Perform other duties as may be assigned by management.

Job-Specific

Essential Duties and Responsibilities:

• 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

Work tasks as assigned which include but not limited to calls, email, chat, ticketing system, and all applicable queues.

Job-Specific

Minimum Requirements:

• High School diploma or equivalent with 0 - 1 years of experience.
• Candidates must be available to work Monday-Friday, 7:00 AM-7:30 PM EST.
• Strong verbal and written communication /customer service 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
• Abil…