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 on-site in Colorado Springs, CO and requires a secret clearance.

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 and 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