Sr Technician - Help Desk
Fort Pierce , FL 34945
Posted 1 week ago
ResponsibilitiesSr. Technician Help DeskMAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities.
Operating under MAXIMUS's founding mission of Helping Government Serve the People since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.The primary purpose of this position is to lead the technical remediation efforts for major Incidents that are escalated up through the Service Desk.
This includes being able to provide technical support for Windows and Linux/Unix servers, the virtualization environment these servers run in. The ability to understand Enterprise environments and how the various components operate and are dependent on each other is a major area of responsibility. Job Duties/Responsibilities:
Participate as SME for technical bridge calls to remediate major incidents Troubleshoot basic Microsoft Windows server issues Resources for troubleshooting, tracking, resolution and provides input into problems, as well as direction for future features Directs the installation, maintenance, relocation, and enhancements of a network and client hardware, the software that controls them, anti-virus solutions, backup solutions, and system patch management. Troubleshoot basic network and firewall issues in conjunction with MAXIMUS Enterprise Networking resources Manages systems training program for all staff; develops and maintains new hire training curriculum; directs user support staff in the training of staff; and provides training on various PC software packages and primary contact for hardware and OTS software problem resolution Partner with the Asset Management and Desktop Services team for all hardware equipment and software applications, as well as maintenance agreements Assists in maintenance and enhancements on an Avaya Phone System; and serves as resource while working with the Telecom team for future telecommunications enhancements Identify, research and resolves technical problems Documentation of issue resolution using the service desk ticketing system Provide analysis and recommendations to customers on major problems or incidents with various technologies Manage and maintain level one IT help desk, user self-help/diagnosis and solution system for both internal and external clients (Mass Health, local counties and 3rd party service providers) by analyzing help desk performance through various statistical and reporting methods. Prioritize and escalate requests in order to assure compliance with contractual and internal Service Level Agreements (SLA). Potential financial impact to MAXIMUS if SLAs are not met.
Develop and maintain formal procedures for consistency and increased productivity. Manage the process for communicating outage/emergency activities to the organization. Develop and create documentation with Tech 2's for users, including problem recognition, research, isolation and resolution steps.
Direct the process of proactive response to issues before they become problems. Oversee the work process to eliminate future occurrences. Function as a lead liaison for level 2 and 3 support teams while over seeing more complex maintenance tasks, computer system and peripheral equipment repairs.
Oversee more complex maintenance tasks, computer system and peripheral equipment repairs. Ensure a level of cross-training is in place as an aide to work load flexibility. Performs other duties as assigned by Management Education/Requirements:
Requires a bachelor's degree and a minimum of 5-7 years related work experience; or an advanced degree within the IT field with 3-4 years related work experience; or 10+ years active work experience in related IT field. Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgement within defined procedures and practices to determine appropriate action.
Builds productive internal/external working relationships. Physical Requirements:
Ability to commute and work in Fort Pierce FL office Ability to sit for up to 80% of time Frequent use of computer, telephone, and office equipment (copier, fax, scanner) The Ideal Candidate will Possess the Following Additional Education and Experience
High School Diploma with 4+ years of experience, or Associate's 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.
EEO StatementEEO 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.