Essential Duties and Responsibilities:

• Work in liaison with Maximus IT and vendors to provide hands-on/on-site support, testing and troubleshooting assistance for network equipment and cabling and other related systems/equipment at all locations in assigned region.

• Provide Tier 2 Level support for request that cannot be resolved remotely where on-site hands-on inspection and remediation is required

• Identify, research, resolve technical issues for local and remote staff.

• Become the subject matter expert for various software applications and end point configurations for the business.

• Conduct routine equipment servicing out in the field.

• Perform on-site activities, related to installation, repair, management and maintenance.

• Manage and maintain onsite IT equipment by receiving, inventorying, imaging and deploying IT assets.

• Track IT Assets and maintain updated information in the appropriate ITAM database.

• Document, track, and monitor problems to ensure timely resolution within the established SLA’s of the business.

• Provide Windows / Mac / Linux OS support by evaluating and troubleshooting issues including running in-depth diagnostics.

• Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual and or job aids.

• Escort vendors inside the data rooms and ensure changes, maintenance is documented, and all safety precautions have been followed.

• Assist in maintaining and updating various software applications and desktops configurations to ensure compliance.

• Participate in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production.

• Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.

• Perform technology upgrades and refreshes.

• Perform work via IT Ticketing system to assist customers in person, over the phone, chat and remotely.

• Assist in tracking and completing tickets pertaining to application, network, and system issues.

• Maintaining Active Directory Users and Computers.

• Administer user accounts and permissions to various application, as well as client software.

• Serve as technical liaison between program staff and IT.

• Assist with Service Desk surge support.

• Perform other duties as assigned by management.

Additional Duties and Responsibilities:

• Responsible for responding to telephone calls, email, and personnel requests for technical support.

• Identify, research, and resolve technical problems.

• Document, track and monitor problems to ensure timely resolution.

• Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.

• Promote a high level of customer satisfaction through proper telephone techniques and respond with the appropriate amount of urgency to user problems.

• Correct application issues, solve network and security problems and identify common PC software and hardware problems.

• Provide hardware support of PCs and laptops, such as installing replacement hardware or upgrading hardware.

• Support software/hardware on equipment such as scanners, copiers, printers, monitors, and other peripheral.

• Assign username, password, and access right permissions for multiple proprietary applications, as well as client software.

Minimum Requirements

• Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree.

• Minimum of one (2) years of related IT experience.

• Ability to communicate in an understandable, polite, and friendly manner, both written and verbal.

• Strong organizational skills and ability to multi-task in a medium-size business environment.

Preferred Skills and Qualifications:

• must be able to communicate with all levels of the organization.

• must be able to write clear and concise e-mail communications.

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.

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.