Maximus is seeking a Service Desk Analyst that will provide first line support for our customers. They will follow standard processes and be required to document and resolve technical issues relating to hardware, software or general computer usage. Must have the ability to communicate in a positive manner and build trustful relationships with coworkers, customers, and management to create an effective "team" working environment. The Service Desk Analyst position is responsible for logging, categorizing, prioritizing, resolving or escalating customer incidents and requests. Primary focus is to address incidents that are preventing customers from completing their work and resolving the incident as efficiently as possible. Service requests management is also a priority for the Service Desk. This covers customer requests for software installs, access and password management. Analysts will use team member knowledge, and on-the-job training and knowledge base documents to help customers.

What You Will Do:

• Provides Tier 1 customer support via phone, live chat and e-mail to user community in the areas of e-mail, standard Windows desktop operating systems and applications and other applications as required.
• Serves as the first point of contact for incident and service request processes.
• Conducts troubleshooting of PC hardware/software and printer problems.
• Uses expertise in customer service and technical knowledge to resolve issues surrounding usage and training on software and/or hardware products.
• Maintains current knowledge of relevant technologies.
• Works in a call center environment logging all contacts within a call tracking system.
• Resolves simple to mildly complex problems on the initial call and in cases where this is not possible ensures the issue is escalated to second or third tier.
• Develops and uses knowledge base documentation.
• Adheres to and maintains Help Desk processes, procedures, policies, and job aids.
• Provides an exceptional level of customer service, meeting agreed to service levels, while working in a dynamic complex environment.
• Works under little supervision on day-to-day operations.
• Participates in special projects as required

Required:

• Associate's degree in information technology or 2 years equivalent experience in a Service Desk role.
• Must be eligible to obtain a Public Trust Clearance. In order to obtain this level clearance, candidates must be US Citizens only.
• Must be able to commute to the on-site location, Pittsburgh, PA.
• Enterprise and technical level communication skills required.
• Customer service skills required.
• Analytical and problem-solving skills required.

Desired:

• ITIL Foundations certification
• Experience with Service Desk tools such as ServiceNow, etc. is a plus.

#techjobs #clearance

Minimum Requirements

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS256, S1, Band 1

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.

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.