Technician 1 – IT Field Services

Job Description Summary: Technician 1 – IT Field Services

The IT Field Services Technician 1 is responsible for meeting and/or exceeding defined performance metrics and fulfill service requests and resolve incidents related to end user systems and access to mission critical systems within the defined SLA.

Job Duties/Responsibilities:

• IT Field Services Technicians are the hands on, boot on the ground,

technical support team for all Maximus locations and key partners to
all Maximus IT support groups.

• Identify, research, resolve technical issues for local and remote staff.
• Perform work via IT Ticketing system to assist customers in person,

over the phone, chat and remotely.

• Assist in tracking and completing tickets pertaining to application,

network, and system issues.

• Document, track, and monitor problems to ensure timely resolution

within established SLA’s.

• Provide written updates for problem resolution in ticketing system,

knowledge bases, troubleshooting manual and or job aids.

• Provide support for various software applications and become the

subject matter expert on technical needs for the business.

• Assist in maintaining and updating various software applications and

desktops configurations to ensure compliance.

• Track IT Assets and maintain updated information in the appropriate

ITAM database.

• Maintaining Active Directory Users and Computers.
• Provide Windows / Mac / Linux OS support by evaluating and

troubleshooting issues including running in-depth diagnostics.

• Administer user accounts and permissions to various application, as

well as client software.

• Work with other IT departments and vendors to resolve technical

issues.

• Perform technology upgrades and refreshes.
• Participate in support activities for virtual or in-person projects.
• Assist with Service Desk surge support.
• Perform other duties as assigned by management.

Education/Requirements:

• High School diploma with 0-2 years of experience.
• Excellent organizational, written, and verbal communication skills at a

leadership level.

• Ability to perform comfortably in a fast-paced, deadline-oriented work

environment.

• Ability to work independently.
• Ability to maintain confidentiality and security of all information.
• Ability to comply with current and updated policies and procedures.
• Ability to interact courteously and effectively with a diverse

population.

• Excellent customer service skills.
• Proficient in the use of Microsoft Office products.
• Perform other duties assigned by management

Physical Requirements:

• Ability to sit for up to 80% of time.
• Ability to lift or carry objects up to 40 lbs.

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Essential Duties and Responsibilities:

• Responsible for responding to telephone calls, email and personnel requests for technical support.
• Position is a part of our Technology Operations Center (TOC) responsible for the 24x7 operation of the MAXIMUS infrastructure. Shift needs may vary.
• Identify, research and resolve technical problems.
• Document, track and monitor problems to ensure timely resolution.
• Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.
• Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.
• Correct application issues, solve network and security problems and identify common PC software and hardware problems.
• Provide hardware support of PCs and laptops, such as installing replacement hardware or upgrading hardware.
• Support software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals.
• Provide support for Windows XP and Windows 7 by evaluating and troubleshooting issues including running in-depth diagnostics.
• Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software.
• Perform other duties as assigned by management.

Minimum Requirements:

• High School diploma or equivalent with 0-2 years of experience.
• May have additional training or education in area of specialization.
• Works on assignments that are routine in nature, with responsibilities easily learned on the job.
• Acquires job skills and learns applicable policies and procedures to complete routine tasks.
• Able to read, understand & perform assignments within prescribed guidelines.
• Communicates routine information in a clear and accurate way with internal & external contacts.

MAXIMUS Introduction: Since 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. Â : 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.