Demo - Maximus
Tier 2 - Desktop Support Technician
Demo - Maximus, Arlington, Virginia, United States, 22201
Job Summary
Job Responsibilities:Serve as Customer Engagement – Desktop Support to VIP customers on a highly classified DoD Program. The ideal candidate for this role must possess the technical proficiency and experience to manage, troubleshoot, and deliver high-quality technical resolutions in a fast-paced dynamic environment. This role is entirely customer-facing and involves maintaining excellent relationships with end-users and stakeholders to identify potential needs, issues, or support. To be successful, the Customer Engagement-Desktop Support candidate must exercise administrative, technical, and interpersonal skillsets, as well as be passionate about delivering end-to-end customer-driven solutions.
Additional responsibilities include:• Serve as a tier 2 desktop support technician and customer advocate to new and existing customers• Form relationships throughout the government, their customers and contracting teams in building an understanding of customer requirements and business drivers• Resolve technical issues with VIP clients (white glove experience)• Diagnose hardware and software failures, communicates the remediation plans to users, and provides status updates• Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews• Stay in regular communication throughout the day with other tiers of support and Management staff.• Contribute knowledge articles and updating information to the Standard Operating Procedures (SOPs) and training manuals for support.• Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary• Identify opportunities for process and system enhancements and partner with customer operations leadership to implement
Required Skills:• Experience providing enhanced desktop and user support services to VIP customers.• Experience applying moderate to advanced troubleshooting knowledge to diagnose, resolve, and follow up on users concerns or issues• Experience configuring, installing, maintaining, and supporting desktop computers, laptop computers, printers, monitors, portable data storage devices, and other general peripherals.• Relocating IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals.• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery• Ability to work under minimal supervision• Ability to exhibit professionalism and diplomacy• Ability to manage and prioritize tasks efficiently• Solid resource planning and problem-solving skills• Excellent verbal and written communication skills• Ability to be flexible in approach and be comfortable with a fluid organizational structure that requires both teamwork and self-sufficiency as necessary• Serve as the technical liaison to project managers• Ability to assist and provide support to project managers to integrate and transition services and capabilities within the production environment
Desired Skills:
• Familiar with network architecture• Demonstrated ability to build trust-advisor relationships with clients• Experience in the Pentagon• Experience working with the Joint Service Provider (JSP)• Experience working with the Defense Information Systems Agency (DISA)• DoD 8570 IAT Level II
Other Requirements:
Years of Experience: 5+ YearsMinimum Education Required: Bachelor's DegreeMust Have Active TS/SCI Clearance in DISSDue to federal client requirements, only US Citizens can be consideredEducation and Experience Requirements
*****This job is reserved for Attain only. Attain job description is under review.*****MAXIMUS IntroductionSince 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.
As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment. 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.
Job Responsibilities:Serve as Customer Engagement – Desktop Support to VIP customers on a highly classified DoD Program. The ideal candidate for this role must possess the technical proficiency and experience to manage, troubleshoot, and deliver high-quality technical resolutions in a fast-paced dynamic environment. This role is entirely customer-facing and involves maintaining excellent relationships with end-users and stakeholders to identify potential needs, issues, or support. To be successful, the Customer Engagement-Desktop Support candidate must exercise administrative, technical, and interpersonal skillsets, as well as be passionate about delivering end-to-end customer-driven solutions.
Additional responsibilities include:• Serve as a tier 2 desktop support technician and customer advocate to new and existing customers• Form relationships throughout the government, their customers and contracting teams in building an understanding of customer requirements and business drivers• Resolve technical issues with VIP clients (white glove experience)• Diagnose hardware and software failures, communicates the remediation plans to users, and provides status updates• Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews• Stay in regular communication throughout the day with other tiers of support and Management staff.• Contribute knowledge articles and updating information to the Standard Operating Procedures (SOPs) and training manuals for support.• Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary• Identify opportunities for process and system enhancements and partner with customer operations leadership to implement
Required Skills:• Experience providing enhanced desktop and user support services to VIP customers.• Experience applying moderate to advanced troubleshooting knowledge to diagnose, resolve, and follow up on users concerns or issues• Experience configuring, installing, maintaining, and supporting desktop computers, laptop computers, printers, monitors, portable data storage devices, and other general peripherals.• Relocating IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals.• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery• Ability to work under minimal supervision• Ability to exhibit professionalism and diplomacy• Ability to manage and prioritize tasks efficiently• Solid resource planning and problem-solving skills• Excellent verbal and written communication skills• Ability to be flexible in approach and be comfortable with a fluid organizational structure that requires both teamwork and self-sufficiency as necessary• Serve as the technical liaison to project managers• Ability to assist and provide support to project managers to integrate and transition services and capabilities within the production environment
Desired Skills:
• Familiar with network architecture• Demonstrated ability to build trust-advisor relationships with clients• Experience in the Pentagon• Experience working with the Joint Service Provider (JSP)• Experience working with the Defense Information Systems Agency (DISA)• DoD 8570 IAT Level II
Other Requirements:
Years of Experience: 5+ YearsMinimum Education Required: Bachelor's DegreeMust Have Active TS/SCI Clearance in DISSDue to federal client requirements, only US Citizens can be consideredEducation and Experience Requirements
*****This job is reserved for Attain only. Attain job description is under review.*****MAXIMUS IntroductionSince 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.
As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment. 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.