Customer Service Representative - Help Desk Support

Technician 1 – Help Desk Support

Maximus is hiring a Technician 1 – Help Desk Support in Phoenix, Arizona, United States. Maximus is a trusted federal partner supporting mission-critical programs for the Centers for Medicare & Medicaid Services (CMS). 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.

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

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
• Ability to work well independently and in a team setting
• Must be able to successfully complete the CMS client vetting process as a condition of employment
• Adaptable, flexible and able to deal with ambiguity and change
• Excellent oral and written communication and customer service skills
• Excellent attention to detail and good analytical skills

Preferred Skills and

Qualifications:

• May have additional training or education in area of specialization
• Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies
• Experience with and/or ability to use call center telephony equipment
• Experience in customer support or call center support
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project)
• Government experience preferred

Minimum Salary: $21

Maximum Salary: $21

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.