Tier I Help Desk - United States - 31714 - Maximus

General information

Job Posting Title

Tier I Help Desk

Date

Tuesday, August 5, 2025

City

San Antonio

State

Country

United States

Working time

Full-time

Description & Requirements

Maximus is seeking a Tier I Help Desk to provide frontline support, manage customer inquiries, and ensure a positive user experience. This agent will handle requests across various channels, use tools like ServiceNow to resolve issues, and escalate complex cases. This position is essential for delivering quality support and maintaining effective communication with DoD clients.

This position is on-site and requires an active TS/SCI clearance.

Job-Specific Essential Duties and Responsibilities:

Handle customer inquiries through voice, email, and online chat, providing professional assistance.
Research knowledge articles to resolve inquiries related to DoD products and services.
Record interactions in ServiceNow and escalate complex inquiries as needed.
Document and report recurring issues to management and government leads.

Job-Specific Minimum Qualifications:

Active TS/SCI clearance
Associate degree in relevant technical field or 2+ years of help desk/technical support experience can be substituted in lieu of education requirements.
IAT level I certification required.
Familiarity with IT service management tools such as ServiceNow and Jira.
Experience with software applications troubleshooting & tiered escalation process.
Familiarity with general networking and software applications.

#techjobs #clearance

Minimum Requirements

TCS257, S2, Band 2

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.