IT Technician Help Desk Onsite Washington DC

Description & Requirements

Maximus is looking for an IT Technician - Help Desk in support of the Helpdesk and IT Support Program. The program provides workstation and server hardware, operating system software and application software, break-fix and maintenance services, and on-site maintenance. The team functions as the public face of the client’s IT organization; it is the direct interface when customers experience an issue or need a service request fulfilled. It must be responsive, attuned to the needs of the client and the IT Directors, technically knowledgeable and capable, and staffed by empathetic and professional agents with excellent people and communication skills.

Position is contingent upon contract award

This is an onsite role at our Washington, D.C. location.

Essential Duties and Responsibilities :

• Field incoming help requests from end users via both phone and email in a courteous manner.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Build rapport and elicit problem details from customers.
• Prioritize and schedule problems.
• Handle all escalated problems from less-experienced technicians.
• Apply diagnostic utilities to aid in troubleshooting.
• Perform hands-on fixes at the desktop level including; installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform fixes at the network device level (switches, routers, firewalls) including; installing patches, backing up configurations, and testing changes.
• Install anti-virus software.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• May act as a team lead assisting the supervisor or manager with leading daily operations.
• Develop help sheets and frequently asked questions lists for junior technicians and end users.

Minimum Requirements

EEO Statement

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.

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.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccommodations@maximus.com .

Minimum Salary

$55,000.00

Maximum Salary

$62,900.00

Compensation :

$55,000-$62,900 per year