IT Service Desk Technician

Description & Requirements

Maximus is seeking an IT Service Desk Analyst, As an IT Service Desk Analyst you are the first point of contact or all IT related incidents and service requests. This front ling support to the end user community, ensuring timely resolution of issues, exceptional customer service and adherence to organizational IT standards and processes. This versatile resource is responsible for providing end-to-end technical support across the IT Service Desk, Desktop Support, Video Teleconferencing (VTC), and Mobile Device (iPhone), and Application and Tools environments. This role ensures seamless technology experiences by responding to incidents, fulfilling service requests, and assisting with equipment setup, troubleshooting, and maintenance. Interpersonal skills and exceptional customer service are required.

This position is an onsite role, 5 days a week

Job-Specific Essential Duties and Responsibilities:

User Support & Incident Management

- Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing system.

- Diagnose and troubleshoot hardware, software, network, and account access issues.

- Provide step-by-step support and resolution for end-user issues or escalate as needed.

- Log, categorize, and prioritize incidents and service requests in the ServiceNow IT Service Management (ITSM) system.

- Accurately log, categorize, and escalate incidents and service requests in the ServiceNow ITSM tool.

- Perform advanced troubleshooting for hardware, software, peripherals, network, access etc. issues

- Coordinate with other IT towers to ensure timely resolutions

- Model and promotes bet practices in customer service and IT Service Desk processes.

Service Request Fulfillment

- Process user requests such as account provisioning, password resets, and software installations following established procedures.

- Maintain compliance with security and access control policies.

Communication & Customer Service

- Communicate clearly and professionally with end-users to provide status updates and estimated resolution times.

- Deliver a high level of customer satisfaction by maintaining empathy and professionalism in all interactions.

Escalation & Collaboration

- Escalate complex incidents or recurring problems to Level 2/3 support teams.

- Collaborate with infrastructure, network, and application teams to resolve user issues.

Knowledge Management

- Contribute to and maintain internal knowledge base and user documentation.

- Suggest improvements to processes, tools, and support materials to increase efficiency and effectiveness.

**Asset & Configuration Support **

- Assist in maintaining inventory of IT assets and equipment assigned to users.

- Support deployment and retrieval of IT equipment as needed.

Monitoring & Reporting

- Monitor ticket queues to ensure SLAs and KPIs are met.

- Provide regular reports on service desk performance and trends to management.

Job-Specific Minimum Requirements:

- Associate’s degree in information technology or related field, or equivalent experience.

- 2+ years of IT support experience across multiple technology areas or Relevant certifications such as ITIL Foundation, CompTIA A+, or HDI Support Center Analyst (preferred but not required).

- Strong knowledge of Windows and macOS operating systems, Microsoft 365, and collaboration tools (Teams, WebEx).

- Experience with ServiceNow or similar ITSM ticketing systems.

- Excellent communication and customer service skills.

- Ability to multitask and adapt quickly to changing priorities.

- Basic troubleshooting of Hardware, Software and Networking fundamentals

Preferred Skills and Qualifications:

- CompTIA A+, Network+, or equivalent certifications.

- Hands-on experience supporting executive-level staff or high-visibility meetings.

- Knowledge of ITIL practices for incident, request, and asset management. ITIL Foundations certification a Plus

- Basic Understanding of Active Directory and Microsoft Entra ID.

Work Environment:

- Onsite role with flexibility to provide support across Morgantown WV or Pittsburgh office spaces, conference rooms, warehouse and remote sessions.

- Travel between the NETL sites may be minimally required: Approximately 65 miles from site to site.

- Monday through Friday with flexibility in working hours. Between 7am and 5pm.

Minimum Requirements

TCS256, S1, Band 1

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$20.00

Maximum Salary

$23.00

Compensation:
$20-$23