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Sr Technician - Help Desk (Remote)

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Posted 2 months ago United States Salary undisclosed
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Job Description

Job Introduction Maximus is currently looking for Sr. Help Desk Technician. The Help Desk Technician shall be responsible for installing/configuring Windows 10 operating system and other standard business applications on laptops and desktops for new end-users. The technicians will also provide support for the desk side incident management process and routine installation of IT computer and telephone equipment.

*As a federal contractor, Maximus is subject to Executive Order 14042 and the Safe Workforce Task Force's COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors. In light of these requirements, all employees will eventually need to be fully vaccinated as a condition of employment and new hires/employees will be required to provide proof of vaccination.

This position is a work from home position; however you will be required to go onsite at least one day a week or as needed to our Chamblee, GA location.

As a condition of employment with Maximus, newly hired employees must have received or be willing to receive the COVID-19 vaccination(s) by date of hire. Proof of vaccination is required.

Job Summary Essential Duties and Responsibilities:
- Responsible for responding to telephone calls, email and personnel requests for technical support.
- Responsible for the 24x7 operation of the MAXIMUS infrastructure.
- Identify, research and resolve technical problems.
- Mentor and train other technicians on more complex and/or critical procedures and items.
- 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 peripherals.
- Provide support for Windows XP and Windows 7 by evaluating and troubleshooting issues including running in-depth diagnostics.
- Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software.
- Perform other duties as assigned by management.

Minimum Requirements:
- High School diploma or equivalent with 4+ years of experience, or Associate degree with 2+ years of experience.
- May have additional training or education in area of specialization.
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Understands implications of work and makes recommendations for solutions.
- Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
- Able to research and resolve most non-routine issues independently.
- Communicates on complex or sensitive issues or drafts such responses for supervisor or team lead.

Education and Experience Requirements Education/Experience Required
  • Must hold U.S Citizenship or Permanent Resident Status
  • 5+ years' experience as a Help desk technician or relevant position
  • Experience with installation/configuration of Windows 10 devices is beneficial
  • Experience imaging laptops or desktops is desired
  • Outstanding diagnostic, problem-solving and analytical skills
  • Good communication skills
  • Experience working with Ticketing Systems ideal
  • Hands-on experience with common software and hardware
  • Excellent Customer Service skills
  • Exceptional oral and written communication
  • Excellent Time Management skills
  • Proactively develops and maintains strong knowledge of information systems and their related components, and makes recommendations to improve the reliability, scalability, performance, or security of these systems as appropriate. Leverages technology to automate manual tasks and seeks to improve efficiency wherever practicable and appropriate. Makes recommendations for process improvements.
  • Receives goals and overall objectives from Management and assists in establishing and implementing the methods to attain them.
  • Must be able to pass both criminal background check and IRS tax review due to the sensitive nature of this work

Home Office Requirements:
  • Access to LAN (wired connection/Ethernet)
  • Private, secure workspace
Job Requirements:
- Responsible for responding to telephone calls, email and personnel requests for technical support.
- Responsible for the 24x7 operation of the MAXIMUS infrastructure.
- Identify, research and resolve technical problems.
- Mentor and train other technicians on more complex and/or critical procedures and items.
- 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 peripherals.
- Provide support for Windows XP and Windows 7 by evaluating and troubleshooting issues including running in-depth diagnostics.
- Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software.
- Perform other duties as assigned by management.