IT Field Services Technician

Description & Requirements Maximus is a leading operator of government health and human services programs in the United States, United Kingdom, Canada, Australia and Saudi Arabia. The Company delivers business process services to improve the cost effectiveness, efficiency and quality of government-sponsored benefit programs, such as the Affordable Care Act, Medicaid, Medicare, Childrens Health Insurance Program (CHIP), Health Insurance BC (British Columbia), as well as welfare-to-work and child support programs around the globe. The Companys primary customer base includes federal, provincial, state, county and municipal governments. Operating under its founding mission of Helping Government Serve the People, MAXIMUS has more than 37,000+ employees worldwide. The IT Site Services Technician 2 is responsible for resolving all technical issues for all end points for their dedicated location. Technician 2s are the subject matter experts and have an in-depth knowledge of each project's specific applications to maintain project operations. They are responsible for meeting and/or exceeding defined performance metrics, fulfilling service requests, and resolving incidents related to end user systems and access to mission critical systems within the defined SLA. Essential Duties and Responsibilities: - Work in liaison with Maximus IT and vendors to provide hands-on/on-site support, testing and troubleshooting assistance for network equipment and cabling and other related systems/equipment at all locations in assigned region. - Provide Tier 2 Level support for request that cannot be resolved remotely where on-site hands-on inspection and remediation is required - Identify, research, resolve technical issues for local and remote staff. - Become the subject matter expert for various software applications and end point configurations for the business. - Conduct routine equipment servicing out in the field. - Perform on-site activities, related to installation, repair, management and maintenance. - Manage and maintain onsite IT equipment by receiving, inventorying, imaging and deploying IT assets. - Track IT Assets and maintain updated information in the appropriate ITAM database. - Document, track, and monitor problems to ensure timely resolution within the established SLA?s of the business. - Provide Windows / Mac / Linux OS support by evaluating and troubleshooting issues including running in-depth diagnostics. - Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual and or job aids. - Escort vendors inside the data rooms and ensure changes, maintenance is documented, and all safety precautions have been followed. - Assist in maintaining and updating various software applications and desktops configurations to ensure compliance. - Participate in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production.? -?Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business. - Perform technology upgrades and refreshes. - 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. - Maintaining Active Directory Users and Computers. - Administer user accounts and permissions to various application, as well as client software. - Serve as technical liaison between program staff and IT. - Assist with Service Desk surge support. - Perform other duties as assigned by management. Minimum Requirements: - Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree. - Minimum of one (2) years of related IT experience. - Ability to communicate in an understandable, polite, and friendly manner, both written and verbal. - Strong organizational skills and ability to multi-task in a medium-size business environment. - Works in liaison with Maximus IT and vendors to provide hands-on/on-site support, testing and troubleshooting assistance for network equipment and cabling and other related systems/equipment at all locations in assigned region.
- Provides Tier 2 Level support for request that cannot be resolved remotely where on-site hands-on inspection and remediation is required
- Identify, research, resolve technical issues for local and remote staff.
- Become the subject matter expert for various software applications and end point configurations for the business.
- Conduct routine equipment servicing out in the field.
- Perform on-site activities, related to installation, repair, management and maintenance.
- Manage and maintain onsite IT equipment by receiving, inventorying, imaging and deploying IT assets.
- Track IT Assets and maintain updated information in the appropriate ITAM database.
- Document, track, and monitor problems to ensure timely resolution within the established SLA?s of the business.
- Provide Windows / Mac / Linux OS support by evaluating and troubleshooting issues including running in-depth diagnostics.
- Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual and or job aids.
- Escort vendors inside the data rooms and ensure changes, maintenance is documented, and all safety precautions have been followed.
- Assist in maintaining and updating various software applications and desktops configurations to ensure compliance.
- Participate in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production.
- Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.
- Perform technology upgrades and refreshes.
- 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.
- Maintaining Active Directory Users and Computers.
- Administer user accounts and permissions to various application, as well as client software.
- Serve as technical liaison between program staff and IT.
- Assist with Service Desk surge support.
- Perform other duties as assigned by management. - High school diploma, GED, or equivalent combination of education, technical training. - Minimum of 2-4 years of related IT experience. - A portion of time is normally spent performing individual tasks related to the unit or sub-unit. - Ability to communicate in an understandable, polite, and friendly manner, both written and verbal. - Strong organizational skills and ability to multi-task in a medium-size business environment. - Performs other duties as may be assigned by management. Physical Requirements: - Ability to sit for up to 80% of time - Ability to lift up to 40 pounds required - Travel may be required as needed. #techjobs #dice #LI-MS1 EEO Statement 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. 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.