Maximus

Job-Specific Essential Duties and Responsibilities:

- Professional Communication: Tier 1 staff are expected to maintain professionalism in all forms of communication with customers, Tier members, and associated contacts.

- Understanding of Help Desk Process: Ensure a complete understanding of the client’s Help Desk process, including ticket assignment, categorization, proper escalation, and resolution.

- Issue Reporting: Bring any issues concerning employees to the attention of the Help Desk Team Lead, who will then notify the Help Desk Manager.

- Clear Communication: All written and verbal communication to all parties must be clear, concise, appropriate, and understandable.

- Systems Health Check: Conduct a systems health check every business day at 7 am and report findings to designated email recipients, primarily the operations team.

- Utilization of FAQs and Knowledge Base: Utilize provided FAQs and knowledge base to promptly address or route tickets, with the goal of resolving as many tickets on first contact as possible.

- Phone Answering Protocol: Use a provided script for answering phones for every incoming call to the Help Desk.

- Ticket Handling: Be prepared to handle tickets via email, phone, or other channels as they come into the Help Desk. Retrieve tickets at designated intervals throughout the business day.

- Understanding of Ticket Management System: Possess a complete understanding of the OTS Ticket management system used by the client’s Help Desk.

- Information Gathering and Transfer: Obtain and provide all necessary information for tickets to be worked properly. Contact the client’s employees who submitted tickets to obtain missing information prior to transferring tickets.

- Documentation: Include all information submitted by ticket submitters, including screenshots and attachments, when transferring ticket information to other parties. Document all communication regarding a ticket in the ticket management system in a timely manner.

- Security Access Requests: Ensure hard copy security access request documents have correct signatures before transferring to the next level for processing.

- Timely Communication: Communicate with all parties efficiently and timely to obtain necessary information.

- Ticket Transfer Coordination: Coordinate the transfer of tickets between Help Desk tiers/groups, including external Help Desks, to mitigate confusion/disagreements between parties.

- Aging Ticket Management: Ensure aging tickets (tickets over 5 days old) are actively addressed by daily follow-ups with assigned personnel.

- Acknowledgment of Requests: Acknowledge, with return communication, receipt and completion of requests for action from all parties.

- Defect and Resolution Approach Communication: Contact client’s employees if another Tier identifies issues as defects, change requests, or other resolution approaches using provided scripted email resolution.

- Survey Response Review: Conduct a daily review of incoming ticket survey responses and follow up with client’s employees needing further assistance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- Resolution Response Review: Conduct a daily review of all resolution responses from all Tiers to ensure quality assurance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- PII Recognition and Notification: Recognize and properly address Personally Identifiable Information (PII), following set protocols, and notify the Help Desk Lead, who will notify the Help Desk Manager.

- Out-of-Office Ticket Addressing: Address all tickets, including those assigned to other Tier 1 members who are out of the office, without delay.

- Urgent Ticket Handling: Recognize and address certain tickets as urgent, including but not limited to employee out-of-cycle pay requests, employee separation requests, OIG audit requests, and financial document processing issues.

Job-Specific Minimum Requirements:

- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

- 1+ years of work experience required. 

- Proven experience in a technical support role, preferably in a Help Desk or Service Desk environment.

- Proficiency in using the ServiceNow platform for IT service management and ticketing.

- Strong knowledge of computer hardware, software applications, operating systems, and network protocols.

- Excellent troubleshooting and problem-solving skills with the ability to resolve technical issues efficiently.

- Effective communication skills with the ability to convey technical information clearly to nontechnical users.

- Customer-focused approach with a commitment to delivering high-quality IT support services.

- IT certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.

- Working Conditions:

- This position may require occasional evening or weekend work to support system upgrades or resolve critical issues.

-Contingent upon Individual's ability to obtain security clearance and approval of badging.

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