Helpdesk Specialist with Security Clearance

Maximus is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems. This position is onsite in Annapolis Junction, MD and requires an active secret clearnace.

Essential Duties and Responsibilities

• Responsible for responding to telephone calls, emails, and personnel requests for technical support.
• Identify, research, and resolve technical problems.
• Document, track, and monitor problems to ensure timely resolution.
• Correct application issues, solve network and security problems, and identify common PC software and hardware problems.
• Assign username, password, and access right permissions for multiple proprietary applications, as well as client software.

Job - Specific Essential Duties Responsibilities:

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person.
• Assist customers, troubleshoot problems, and coordinate technical support.
• Account creations, account lockouts, password changes.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests.
• Direct unresolved issues to the next level of support team member.
• Establish phone bridge with next level of support and customer leads per SOP's.
• Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system.

Job- Specific Minimum Requirements

• Active Secret clearance is required.
• Due to contract requirements, only US Citizens can be considered.
• 1-3+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
• 1-3+ years of experience utilizing any Incident Management Ticketing System such as:
• ServiceNow - Other, comparable systems- This role supports a 24x7x365 Operations Center, requiring participation in a rotational on-call schedule and the ability to work up to 12-hour shifts, including weekends and holidays, throughout the year.