Customer Service Representative, Help Desk

About the Role

Maximus is a trusted federal partner supporting mission-critical programs for the Centers for Medicare & Medicaid Services (CMS). This position will support their CMS BOSC client and is fully remote. Employment is contingent upon successful completion of a CMS client vetting process after offer acceptance.

Key Responsibilities

• Resetting user Ids and passwords.
• Unlocking accounts.
• Addressing system access challenges, troubleshooting multi-factor authenticator (MFA) issues.
• Managing profile updates, including approval and rejection of role requests.
• Addressing inquiries related to reports, files, data exchange, and supporting documentation.
• Assist Technician II in providing Desktop and Operational Support to assigned site and remote offices.
• Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices.
• Install and support a variety of PC operating systems.
• Diagnose, resolve, and follow up on issues relating to various user concerns.
• Use remote desktop software to provide remote support and resolve issues for users at remote or home offices.
• Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manuals, or on-line documentation repositories.
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially as they relate to problems at the workstation level.
• Serve as a technical liaison to project managers as needed.
• Assist in integrating and transitioning 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.
• 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 and collaborate with team members on assigned projects.
• Handle tasks via calls, email, chat, ticketing system, and all applicable queues.

Requirements & Tech Stack

• High School diploma or equivalent.
• 0-2 years of experience.
• Ability to work Monday–Friday, 7:00 AM–7:45 PM EST (typical hours 11:00 AM – 7:30 PM EST).
• Strong verbal and written communication / customer service skills.
• Strong analytical and problem-solving skills.
• Ability to follow processes, procedures, and guidelines.
• Highly detail-oriented, organized, timely, and customer service-oriented.
• Ability to work well independently and in a team setting.
• Must be able to successfully complete the CMS client vetting process.
• Adaptable, flexible and able to deal with ambiguity and change.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project).
• May have additional training or education in area of specialization.
• Knowledge of and ability to monitor logs and scheduled events.
• Experience with and/or ability to use call center telephony equipment.
• Experience in customer support or call center support.
• Government experience preferred.

Qualifications

• High School diploma or equivalent with 1+ years of experience.
• High School diploma or equivalent with 0-2 years of experience.
• Candidates must be available to work Monday–Friday, 7:00 AM–7:45 PM EST although hours for this position will typically be 11:00 AM – 7:30 PM EST.
• Strong verbal and written communication /customer service 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.
• Must be able to successfully complete the CMS client vetting process as a condition of employment.
• 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.
• 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.