Desk Technician Tier II - 25201

Maximus - Oklahoma City, OK

Full-time - Entry Level

Oklahoma City, OK

Professional, Scientific, and Technical Services

About the position

The Service Desk Technician Tier II role at Maximus involves providing technical support and assistance to users experiencing issues with hardware, software, and networking technologies. The technician is responsible for incident management, including triaging, troubleshooting, and resolving basic incidents while ensuring adherence to established Service Level Agreements (SLAs). This position requires onsite work in Oklahoma City and may involve supervisory responsibilities.

Responsibilities

• Collect incident information through customer conversations and self-service support tools.
• Conduct initial assessment, triage, research, and resolution for basic incidents and requests.
• Document resolutions and update self-help and staff knowledge bases.
• Alert management to recurring problems and patterns of problems.
• Provide statistics for the weekly Service Desk report on call trends.
• Manage Active Directory accounts and RSA token provisioning.
• Track activities of field engineers assigned to tickets.
• Open, track, and close trouble tickets.
• Define and classify the level, priority, and nature of problems, requests, and issues.
• Troubleshoot problems with operating systems, applications, remote access, email, and telephone issues.
• Interview users to collect information about problems and guide them through diagnostic procedures.
• Communicate promptly on progress and engage other service desk resources to resolve incidents.

Requirements

• High School Diploma or GED required; Associate's Degree preferred.
• Ability to obtain/retain a DoD Common Access Card (mandatory).
• DoD Directive 8570.1 Information Assurance Technical Level II certification (Security+) required.
• 3+ years of experience in customer service and call center/help desk roles.
• Proficiency with Windows 10 operating system.
• Experience in installation, configuration, and troubleshooting of computers.
• Knowledge of help desk call tracking management systems.
• Eligible for a Public Trust suitability with ability to obtain a Secret Clearance.

Nice-to-haves

• ITIL Foundation Certified (preferred).
• HDI CSR certified (preferred).
• Experience with ServiceNow (preferred).
• Experience with NICE CXone (preferred).
• Strong verbal and written communication skills.
• Excellent customer service skills.

Benefits

• Health insurance coverage
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off