Customer Service Representative - Help Desk Support

Maximus is a federal partner supporting mission-critical programs for the Centers for Medicare & Medicaid Services, including the Medicare Drug Price Negotiation Program. The Customer Service Representative - Help Desk Support role provides desktop, operational, and remote technical support, resolves user issues, documents solutions, and assists with workstation, software, network, and project transition activities.

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
• 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

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
• 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
• High School diploma or equivalent with 0-2 years of experience
• Works on assignments that are routine in nature, with responsibilities easily learned on the job
• Acquires job skills and learns applicable policies and procedures to complete routine tasks
• Able to read, understand & perform assignments within prescribed guidelines
• Communicates routine information in a clear and accurate way with internal & external contacts
• 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