Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
Essential Duties and Responsibilities:
Respond to and communicate with Customer Service Representatives to support their use of the Next Generation Desktop (NGD), desktop and associate websites.
Assist the LSA Manager in associated project tasks.
Ensure that tracking and reporting requirements are consistently maintained and updated at all times at each location(and sub-contractor) in regards to help desk tickets opened, closed, pending, User ID's, accurate number of licenses and disabled accounts, as assigned by the LSA Manager.
Diagnose, troubleshoot and fix, configuration issues pertaining to the NGD system for Customer Service Representatives.
Escalate issues pertaining to the NGD or Program sites as needed if unable to fix locally.
Track escalated issues to completion.
Attend regularly scheduled conference calls to create a virtual call center and maintain a team environment.
Assists the LSA Manager in the evaluation and creation of business processes to improve future decisions.
Recommends workable solutions to difficult, complex problems.
Facilitate the deployment and configuration of personal computers.
Work with supervisory staff at all call centers for the Program including sub-contractors.
Provides recommendations to LSA Manager for creating and refining current Standard Operating Procedures that involve Call Center Operations and the NGD Siebel application as required; and work with the sub-contractors in the creation of and maintenance of Standard Operating Procedures (SOP).
LSA will routinely assist with Support of NGD releases this will include User acceptance Testing (UAT).
Provide support to other internals systems and business processes such as Avaya patching and Genesys testing.
Able to accurately track the detail required to ensure the call center maintains compliance with SOP.
Provides the appropriate follow-up, trouble shooting, and reporting as outlined in existing Process and procedure guidelines.
Coordinate the use of Ace Messaging for alerts created by the Communications group.
Coordinate with the facilities department or Program for internal moves of people and equipment.
Assists Local IT installing operating systems, configuring email accounts, troubleshooting IP and connectivity issues,ensure proper web browser installation, and perform proper local workstation and network configuration as well as software configuration as needed.
Enforce licensing agreements, developing a storage management program and providing for routine backups.
Install and maintain network hardware and software.
Work off-shift as necessary.
Occasional travel to Program headquarters or other sites for application maintenance training.
Regular and predictable attendance is required.
High school diploma required, Associates Degree or higher preferred.
Strong knowledge of the NGD Siebel application preferred.
Must be computer literate and be familiar with help desk procedures.
Knowledge of systems software to determine if a malfunction is in the hardware or in the software.
Possess working knowledge of Microsoft suite of products including Word, Excel, Access and PowerPoint.
Good working knowledge of Internet Explorer software usage and configuration.
Ability to interact well with all levels of employees and management.
Strong written and verbal communication skills required.
Must have strong interpersonal and customer service skills.
Strong analytical and organizational skills.
Government health plan program knowledge and business processes preferred.
Ability to understand and troubleshoot software.
Ability to train end users.
Ability to work well with other people in a team oriented environment.
Ability to install/deploy Windows based computers.
Must be comfortable lifting up to 35 pounds perhaps once or twice daily.
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.