Customer Service Representative – Help Desk

Customer Service Representative – Help Desk - United States - 42157 - Maximus

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Customer Service Representative – Help Desk

General information

Job Posting Title

Customer Service Representative – Help Desk

Date

Monday, July 20, 2026

City

Remote

Country

United States

Working time

Full-time

Description & Requirements

Maximus is a trusted federal partner supporting mission critical programs for the Centers for Medicare & Medicaid Services (CMS). Through these partnerships, Maximus delivers compliant, mission driven services that help millions access vital healthcare information and benefits. This position will support our Centers for Medicare & Medicaid Services (CMS). The Helpdesk is the central point for Providers to report problems and seek assistance with problem reports and service requests. The help desk also provides vetting and approval and offers ongoing support for the Medicare Provider community for all aspects of the Identify Management web self-registration and profile Management process. This position is fully remote. Employment is contingent upon successful completion of a CMS client vetting process after offer acceptance.

Essential Duties and Responsibilities: - 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 whom may be at remote offices or home office users. - Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s), or on-line documentation repository. - 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 providing support to project managers to integrate and transition 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 to perform imaging tasks for workstations. - Perform other duties as may be assigned by management.

Job-Specific Essential Duties and Responsibilities: - Provide remote support and resolve issues for users whom may be at remote offices or home office users. - 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 created by management and work with team members on assigned projects. - Work tasks as assigned which include but not limited to calls, email, chat, ticketing system, and all applicable queues. Job-Specific Minimum Requirements: - At least one year of customer service or related experience. - Availability is required Monday-Friday between 7:00 AM - 7:30 PM (ET) with schedules assigned within these business hours. - 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