Maximus is hiring a Technician 2 – Help Desk Bilingual.
This position is remote and the candidate must be bilingual (Spanish).
Essential Duties and Responsibilities:
– Responsible for responding to telephone calls, emails, and personnel requests for technical support.
– Identify, research, and resolve technical problems.
– Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.
– Provide hardware support of laptops such as installing replacement hardware or upgrading hardware.
– Support software/hardware on equipment such as; scanners, copiers, printers, monitors, and other peripherals.
– Assign username, password. and access right permissions for multiple proprietary applications, as well as client software.
Job-Specific Essential Duties and Responsibilities:
– Responsible for responding to telephone calls, email and personnel requests for technical support.
– Identify, research and resolve technical problems.
– 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.
– Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software
Job-Specific Minimum Requirements:
– Must have a minimum of 6 months of production experience in the BOSC program.
– Must be Bilingual (Spanish)
– Diagnose, resolve, and follow up on issues relating to various user concerns
– Provide remote support and resolve issues for users whom may be at remote offices or home office users
– Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or on-line documentation repository
– Assist in troubleshooting advanced technical issues within the network and telecommunications environments
– Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
– Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations
– Identify areas deserving attention in the technical support environment, and consult with management
– Ensure tickets are accurately documented and resolved in a timely manner
– Work within the team framework created by management and work with team members on assigned projects
– Work tasks as assigned which include but not limited to email, chat, ticketing system, and all applicable queues.
– Handles customer support requests that cannot be solved by Tier 1.
– Forward support requests not resolved by Tier 2 as required by following established procedures.
Minimum Education requirement:
– High School diploma or equivalent with 2 – 4 years of experience.
– Years of Required Work-Related Experience: 2 – 4 years of experience
– Required Certifications: NA
Preferred Skills and Qualifications:
– May have additional training or education in area of specialization
– Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies
– Experience with and/or ability to use call center telephony equipment
– Experience in customer support or call center support
– Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project)
– Government experience preferred
– Strong verbal and written communication skills
– Strong analytical and problem-solving skills
– Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
– Highly detail-oriented, organized, timely, and customer service-oriented
– Ability to work well independently and in a team setting
– Adaptable, flexible and able to deal with ambiguity and change
– Excellent oral and written communication and customer service skills
– Excellent attention to detail and good analytical skills
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Minimum Requirements
– High school diploma or GED required and 2+ years of relevant professional experience required, or equivalent combination of education and experience.
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate’s education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus’s total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant’s salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment processincluding accessing job postings, completing assessments, or participating in interviews,please contact People Operations at [email protected].
