62 Help Desk jobs in Oklahoma City

**Req ID:** RQ203344
**Type of Requisition:** Regular
**Clearance Level Must Be Able to Obtain:** None
**Public Trust/Other Required:** NACI (T1)
**Job Family:** Help Desk
**Skills:**
Audiovisual Equipment,Call Center,Customer Service,Help Desk Support,Teleconferencing
**Experience:**
1 + years of related experience
**Job Description:**
Help Desk Technician I
Transform technology into opportunity as a Help Desk Technician I with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate.
At GDIT, people are our differentiator. As a Help Desk Technician I you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Technician I joining our team to:
+ Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routing issues.
+ Responds to inquiries received through phone, mail and/or face-to-face contact by following standard scripts and procedures.
+ Capable of using a computer system to track questions and answers, as well as enter orders. Responds to inquiries requiring a written response with the use of standard or form letters.
+ Provide technical audiovisual, multi-media, and video support services for meetings, conferences, training sessions, and other events
+ Assist in the setup, installation, testing, operation, and maintenance of equipment for audio and video conferencing and teleconferencing meeting needs
+ Assist with audio visual system deployments including hardware and software configuration
+ Conducts sound, visual, and performance quality checks on AV equipment
+ Assist in operating sound and visual equipment during live events
+ Performs maintenance actions including inspections, service contracts, and upgrades
+ Monitors VTC equipment and system performance to ensure satisfactory operation
+ Troubleshoots hardware, software, infrastructure and Enterprise problems
+ Install video switching devices, media converters, wall monitors/televisions, and video control devices that support AV systems
+ Provides technical assistance and training to users
+ Participates in special projects as required
+ May provide guidance and work leadership to less-experienced staff members. Resolves more complex issues submitted by less-experience Specialists. Participates in special projects as required.
**Position Requirements**
+ 1+ years of related customer support, call center or help desk experience.
+ Provide weekend and holidays coverage as needed.
+ Requires a High School Diploma or GED. Associates Degree preferred.
+ ITIL Foundation Certified (Preferred).
+ HDI CSR Certified (Preferred).
+ Must be able to obtain/retain an FAA PIV badge (Mandatory).
**FAVES Citizenship Requirements - 3.14-3 Foreign Nationals as Contractor Employees (April 2008)**
+ Each contractor or subcontractor employee under this contract having access to FAA facilities, sensitive information, or resources must be a citizen of the United States of America, or an alien who has been lawfully admitted for permanent residence as evidenced by Alien Registration Receipt Card Form I-151, or who presents other evidence from the U.S. Citizenship and Immigration Service that employment must not affect his/her immigration status.
+ Aliens and foreign nationals proposed under this contract must meet the following conditions in accordance with FAA Order 1600.72A, chapter 5, paragraph 7 & 8:
+ Must have resided within the United States for three (3) of the last five (5) years unless a waiver of this requirement is requested and approved in accordance with the requirements stated in FAA Order 1600.72A, chapter 5, paragraph 9;
+ A risk or sensitivity level designation can be made for the position; and
+ The appropriate security-related background investigation/inquiry can be adequately conducted. (c) Interim suitability requirements may not be applied unless the position is low/moderate in risk, and/or temporary, and/or is not in a critical area position.
HOW A HELP DESK TECHNICIAN I WILL MAKE AN IMPACT
? Provides technical support and troubleshooting to voice and AV systems, hardware, and software.
GDIT IS YOUR PLACE:
? 401K with company match
? Comprehensive health and wellness packages
? Internal mobility team dedicated to helping you own your career
? Professional growth opportunities including paid education and certifications
? Cutting-edge technology you can learn from
? Rest and recharge with paid vacation and holidays
The likely hourly rate for this position is between $19.12 - $25.88. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at Opportunity Employer / Individuals with Disabilities / Protected Veterans

**Req ID:** RQ203343
**Type of Requisition:** Regular
**Clearance Level Must Be Able to Obtain:** None
**Public Trust/Other Required:** NACI (T1)
**Job Family:** Help Desk
**Skills:**
Audiovisual Equipment,Call Center,Customer Service,Help Desk Support,Teleconferencing
**Experience:**
1 + years of related experience
**Job Description:**
Help Desk Technician I
Transform technology into opportunity as a Help Desk Technician I with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate.
At GDIT, people are our differentiator. As a Help Desk Technician I you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Technician I joining our team to:
+ Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routing issues.
+ Responds to inquiries received through phone, mail and/or face-to-face contact by following standard scripts and procedures.
+ Capable of using a computer system to track questions and answers, as well as enter orders. Responds to inquiries requiring a written response with the use of standard or form letters.
+ Provide technical audiovisual, multi-media, and video support services for meetings, conferences, training sessions, and other events
+ Assist in the setup, installation, testing, operation, and maintenance of equipment for audio and video conferencing and teleconferencing meeting needs
+ Assist with audio visual system deployments including hardware and software configuration
+ Conducts sound, visual, and performance quality checks on AV equipment
+ Assist in operating sound and visual equipment during live events
+ Performs maintenance actions including inspections, service contracts, and upgrades
+ Monitors VTC equipment and system performance to ensure satisfactory operation
+ Troubleshoots hardware, software, infrastructure and Enterprise problems
+ Install video switching devices, media converters, wall monitors/televisions, and video control devices that support AV systems
+ Provides technical assistance and training to users
+ Participates in special projects as required
+ May provide guidance and work leadership to less-experienced staff members. Resolves more complex issues submitted by less-experience Specialists. Participates in special projects as required.
**Position Requirements**
+ 1+ years of related customer support, call center or help desk experience.
+ Provide weekend and holidays coverage as needed.
+ Requires a High School Diploma or GED. Associates Degree preferred.
+ ITIL Foundation Certified (Preferred).
+ HDI CSR Certified (Preferred).
+ Must be able to obtain/retain an FAA PIV badge (Mandatory).
**FAVES Citizenship Requirements - 3.14-3 Foreign Nationals as Contractor Employees (April 2008)**
+ Each contractor or subcontractor employee under this contract having access to FAA facilities, sensitive information, or resources must be a citizen of the United States of America, or an alien who has been lawfully admitted for permanent residence as evidenced by Alien Registration Receipt Card Form I-151, or who presents other evidence from the U.S. Citizenship and Immigration Service that employment must not affect his/her immigration status.
+ Aliens and foreign nationals proposed under this contract must meet the following conditions in accordance with FAA Order 1600.72A, chapter 5, paragraph 7 & 8:
+ Must have resided within the United States for three (3) of the last five (5) years unless a waiver of this requirement is requested and approved in accordance with the requirements stated in FAA Order 1600.72A, chapter 5, paragraph 9;
+ A risk or sensitivity level designation can be made for the position; and
+ The appropriate security-related background investigation/inquiry can be adequately conducted. (c) Interim suitability requirements may not be applied unless the position is low/moderate in risk, and/or temporary, and/or is not in a critical area position.
HOW A HELP DESK TECHNICIAN I WILL MAKE AN IMPACT
? Provides technical support and troubleshooting to voice and AV systems, hardware, and software.
GDIT IS YOUR PLACE:
? 401K with company match
? Comprehensive health and wellness packages
? Internal mobility team dedicated to helping you own your career
? Professional growth opportunities including paid education and certifications
? Cutting-edge technology you can learn from
? Rest and recharge with paid vacation and holidays
The likely hourly rate for this position is between $19.12 - $25.88. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at Opportunity Employer / Individuals with Disabilities / Protected Veterans

**Overview**
**Job Title:** Help Desk Analyst
**Cayuse Company:** Cayuse Commercial Services
**Location:** Remote
**Pay Rate:** $15-$7 per hour
**The Work**
Help Desk Agent provides customer service solutions within service level agreements using the company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication.
This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.
**Responsibilities**
**Key Responsibilities**
+ Receives customer inquiries and fulfills requests, providing high-quality customer service in a professional, efficient, and timely manner.
+ Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
+ Matches customer needs with current products and services and suggests new ones to target customer's unmet needs.
+ Use examples and analogies as appropriate to facilitate understanding.
+ Identifies, resolves, or escalates, and tracks issues of all customer interactions in a work management tool (ServiceNow) or as determined by the client.
+ Aids in information to the customer in a prompt manner.
+ Uses judgment to anticipate customer service needs, resolves routine issues, and takes action accordingly, consistently providing high level quality service.
+ Manage continuous improvement through ongoing collection of data and information regarding customer requirements.
+ Understands and responds to others using active listening skills and tactful communication.
+ Ability to perform first-line troubleshooting for customers.
+ Ability to resolve issues following the parameters and guidelines of the client.
+ Help new and developing team members.
+ Demonstrate proactive business and customer service mentality, assuming ownership over solutions with a desire and willingness to be flexible and adaptable.
+ Other duties as assigned.
**Qualifications**
**Qualifications - Here's What You Need**
+ Requires a high school diploma or GED
+ Knowledge of and experience using various computer applications including Microsoft Office Suite
+ Technology savvy with an interest in new generation technology - comfortable doing things a different way, troubleshooting, and recommending new technology.
+ Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
**Minimum Skills Required:**
+ Must possess problem-solving skills.
+ Exceptional communication skills, both oral and written.
+ Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
+ Highly motivated with the ability to handle and manage multiple tasks at any one time.
+ Ability to forge new relationships, individual and teaming in nature.
+ Must be a Self-starter, that can work independently and as part of a team.
+ Ability to follow instructions for logging into a computer and launching various applications
+ Ability to navigate the applications and programs utilized including opening and closing windows, select portions of text or other items using the mouse, copy/cut and paste text
+ Ability to successfully handle customer requests and document in work management tools and applications.
+ Strong interpersonal skills with the ability to communicate in a professional, and articulate manner to individuals from diverse backgrounds.
+ Effective listening skills to include cognitive ability to locate and convey requested information
+ Excellent organizational, analytical, and problem-solving skills with high-level attention to detail with good follow up and follow through skills.
+ Proven ability to multitask and prioritize in a fast-paced environment with changing priorities; adaptable to change and a quick learner.
+ Ability to handle sensitive and confidential information appropriately.
+ Continuous learner/improvement mindset, desire to learn quickly with a commitment to excellence.
+ Positive attitude; tolerance for dealing with difficult customers and stressful situations.
+ Dependable and accountable.
**Desired Qualifications:**
+ Experience in a customer service role.
+ Experience supporting customers in a virtual environment.
**Our Commitment to you / overview of benefits**
+ Medical, Dental and Vision Insurance; Wellness Program
+ Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
+ Short-Term and Long-Term Disability options
+ Basic Life and AD&D Insurance (Company Provided)
+ Voluntary Life and AD&D options
+ 401(k) Retirement Savings Plan with matching after one year
+ Paid Time Off
**Reports to:** Delivery Manager
**Working Conditions**
+ Professional remote office environment.
+ Ability to work Mon-Fri 8am to 5pm EST.
+ Must be physically and mentally able to perform duties extended periods of time.
+ Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
+ Must be able to establish a productive and professional workspace.
+ Must be able to sit for long periods of time looking at computer screen.
+ May be asked to work a flexible schedule which may include holidays.
+ May be asked to travel for business or professional development purposes.
+ May be asked to work hours outside of normal business hours.
**Other Duties:** _Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice._
**_Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law._**
**Pay Range**
USD 15.00 - USD 17.00 /Hr.
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**Location** _US-_
**ID** _103312_
**Category** _Customer Service/Support_
**Position Type** _Full-Time Hourly Non Exempt_
**Remote** _Yes_
**Clearance Required** _None_

Description We are looking for a Help Desk Analyst III to join our team in Norman, Oklahoma. In this hands-on role, you will provide technical support and troubleshooting services to a diverse client base, including residential and commercial customers. This is a Contract-to-Permanent position, offering an opportunity to work directly with clients and vendors while contributing to the growth and success of our IT operations.
Responsibilities:
- Provide on-site and remote technical support for clients, ensuring timely resolution of hardware, software, and network issues.
- Install, configure, and troubleshoot internet systems for residential and commercial customers.
- Perform hands-on tasks such as cable troubleshooting and ladder work to maintain connectivity.
- Manage and support servers, networks, workstations, and Office 365 applications.
- Collaborate with vendors and clients to ensure seamless IT service delivery.
- Conduct system upgrades and migrations to improve infrastructure performance.
- Maintain detailed documentation of issues, solutions, and client interactions.
- Deliver exceptional customer service by communicating technical solutions in a clear and precise manner.
- Travel to client locations using personal vehicles and maintain accurate mileage records for reimbursement.
- Ensure compliance with background checks, mandatory pre-employment screenings for all candidates, and company policies. Requirements - Minimum of 5-7 years of experience in IT support, including break/fix environments.
- Strong expertise in Microsoft Office 365, Active Directory, and configuration management.
- Familiarity with Android and Apple devices, as well as Mac and PC hardware.
- Proficiency in Cisco and Citrix technologies.
- Ability to troubleshoot complex technical problems independently and think critically.
- Excellent communication skills to interact effectively with clients and team members.
- Hands-on experience with deployments, server maintenance, and network configurations.
- Must possess a valid driver's license and ability to travel to client sites using a personal vehicle. Technology Doesn't Change the World, People Do.®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .

Description & Requirements

Maximus is currently hiring a Clinical Help Desk Administrative Coordinator to support the Oregon MED (Mental Emotional Disabilities) project. The Clinical Admin will handle administrative help desk duties such as answering phone calls, scheduling appointments/assessments, emails, faxes, follow-ups and reviewing documentation.

About the Program: We partnered with Oregon DHS manages in-person eligibility reviews for people that may be experiencing mental illness along with possible physical needs for the Aging and People with Disabilities (APD) Program. Through the mental or emotional disorders (MED) Review Process, we give DHS accurate review recommendations of an individual's primary need for services. Our assessment enables DHS to make informed program eligibility decisions based on a clear and accurate understanding of which programs may best address an individuals unique needs.

Why Maximus?

- Work/Life Balance Support - Flexibility tailored to your needs!

- • Competitive Compensation -Bonuses based on performance included!

- • Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

- • Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

- • Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.

- • Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

- • Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

- • Tuition Reimbursement - Invest in your ongoing education and development.

- • Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

- • Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

- • Professional Development Opportunities-Participate in training programs, workshops, and conferences.

- •Licensures and Certifications-Maximus assumes the expenses associated with renewing licenses and certifications for its employees.

Essential Duties and Responsibilities:
- Provide customer support to internal and external customers
- Responsible for assigning and coordinating referrals for contract work to appropriate parties
- Computer data entry
- Perform all job duties in compliance with Person First standards, HIPAA guidelines, and company confidentiality policies and procedures.
- Complete assignments within established compliance standards and timelines
- Monitor multiple work queues daily to ensure cases move quickly through each process stage.
- Identify and resolve data errors
- Performs other related duties as assigned.

Required Skills/Abilities:
- Excellent written and verbal communication skills
- Excellent interpersonal and customer service skills
- Proficient in Microsoft Office Suite
- Excellent organizational skills and attention to detail
- Ability to work in a fast-paced environment
- Ability to work independently

Minimum Requirements

- High School Degree or equivalent and minimum 1 year of relevant experience, or Associate Degree
- Clinical office experience preferred

- Minimum of three (3) years of experience in customer service supporting clients in fast-paced, healthcare or administrative environments, with a focus on problem resolution and clear communication.

Preferred Requirements

- Skilled in creating and maintaining schedules for multiple individuals

- Strong ability to multitask and adapt to changing priorities

Home Office Requirements

- Maximus provides company-issued computer equipment and cell phone

- Reliable high-speed internet service

- Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity

- Minimum 5 Mpbs upload speeds

- Private and secure workspace

#ClinicalServices #LI-Remote

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.

Minimum Salary

$

14.00

Maximum Salary

$

19.20

Description & Requirements

The Tier 1 Help Desk IT Specialist will be responsible for providing technical assistance and support related to computer systems, hardware, software, and network issues for a public sector client. This position will primarily operate within the ServiceNow platform to log, track, and resolve IT support tickets. The Tier 1 Help Desk IT Specialist will serve as the first point of contact for employees seeking technical assistance and will escalate issues as needed to Tier 2 support personnel.

This is a remote position.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS146, T2, Band 5

Job-Specific Essential Duties and Responsibilities:

- Professional Communication: Tier 1 staff are expected to maintain professionalism in all forms of communication with customers, Tier members, and associated contacts.

- Understanding of Help Desk Process: Ensure a complete understanding of the client's Help Desk process, including ticket assignment, categorization, proper escalation, and resolution.

- Issue Reporting: Bring any issues concerning employees to the attention of the Help Desk Team Lead, who will then notify the Help Desk Manager.

- Clear Communication: All written and verbal communication to all parties must be clear, concise, appropriate, and understandable.

- Systems Health Check: Conduct a systems health check every business day at 7 am and report findings to designated email recipients, primarily the operations team.

- Utilization of FAQs and Knowledge Base: Utilize provided FAQs and knowledge base to promptly address or route tickets, with the goal of resolving as many tickets on first contact as possible.

- Phone Answering Protocol: Use a provided script for answering phones for every incoming call to the Help Desk.

- Ticket Handling: Be prepared to handle tickets via email, phone, or other channels as they come into the Help Desk. Retrieve tickets at designated intervals throughout the business day.

- Understanding of Ticket Management System: Possess a complete understanding of the OTS Ticket management system used by the client's Help Desk.

- Information Gathering and Transfer: Obtain and provide all necessary information for tickets to be worked properly. Contact the client's employees who submitted tickets to obtain missing information prior to transferring tickets.

- Documentation: Include all information submitted by ticket submitters, including screenshots and attachments, when transferring ticket information to other parties. Document all communication regarding a ticket in the ticket management system in a timely manner.

- Security Access Requests: Ensure hard copy security access request documents have correct signatures before transferring to the next level for processing.

- Timely Communication: Communicate with all parties efficiently and timely to obtain necessary information.

- Ticket Transfer Coordination: Coordinate the transfer of tickets between Help Desk tiers/groups, including external Help Desks, to mitigate confusion/disagreements between parties.

- Aging Ticket Management: Ensure aging tickets (tickets over 5 days old) are actively addressed by daily follow-ups with assigned personnel.

- Acknowledgment of Requests: Acknowledge, with return communication, receipt and completion of requests for action from all parties.

- Defect and Resolution Approach Communication: Contact client's employees if another Tier identifies issues as defects, change requests, or other resolution approaches using provided scripted email resolution.

- Survey Response Review: Conduct a daily review of incoming ticket survey responses and follow up with client's employees needing further assistance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- Resolution Response Review: Conduct a daily review of all resolution responses from all Tiers to ensure quality assurance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- PII Recognition and Notification: Recognize and properly address Personally Identifiable Information (PII), following set protocols, and notify the Help Desk Lead, who will notify the Help Desk Manager.

- Out-of-Office Ticket Addressing: Address all tickets, including those assigned to other Tier 1 members who are out of the office, without delay.

- Urgent Ticket Handling: Recognize and address certain tickets as urgent, including but not limited to employee out-of-cycle pay requests, employee separation requests, OIG audit requests, and financial document processing issues.

Job-Specific Minimum Requirements:

- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

- 1+ years of work experience required.

- Proven experience in a technical support role, preferably in a Help Desk or Service Desk environment.

- Proficiency in using the ServiceNow platform for IT service management and ticketing.

- Strong knowledge of computer hardware, software applications, operating systems, and network protocols.

- Excellent troubleshooting and problem-solving skills with the ability to resolve technical issues efficiently.

- Effective communication skills with the ability to convey technical information clearly to nontechnical users.

- Customer-focused approach with a commitment to delivering high-quality IT support services.

- IT certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.

- Working Conditions:

- This position may require occasional evening or weekend work to support system upgrades or resolve critical issues.

-Contingent upon Individual's ability to obtain security clearance and approval of badging.

#techjobs #clearance

Minimum Requirements

TCS146, T2, Band 5

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.

Minimum Salary

$

45,000.00

Maximum Salary

$

60,000.00

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Service Desk Technician to join our team.
Our Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical/IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access.
**Responsibilities** **:**
+ Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
+ Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
+ Provides case status updates to management and end-users per service level guidelines
+ Support and maintain effective relationships with users
+ Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
+ Provide support for PCs, laptops, printers, cell phones, and tablets etc.
+ Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
+ Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
+ Communicates with customers at all levels of technical and non-technical skills sets
**Skills & Qualifications:**
+ Associates degree preferred, or technical training
+ 1-2 years related experience
+ Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
+ Experience with multi-platform Windows O/S required
+ Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred
+ Active Directory and Exchange experience preferred
**Wage Range** **:**
The hourly rate for this position is between **$17.00 - $9.80** per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
**Benefits** :
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
**Expiration Date** **: 9/10/2025**
**Equal Employment Opportunity** **:** Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
**Wage Range** **:**
(HOURLY) The hourly rate for this position is between XX.XX - XX.XX per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
(SALARY) The annual starting salary for this position is between **XX,XXX - XX,XXX** annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
(IF APPLICABLE) **Other Compensation** **:**
(IF INCENTIVE COMP) This position is also eligible for incentive compensation in accordance with the terms of the applicable Company plan.
(IF CORPORATE BONUS PLAN) This position is also eligible for an annual bonus, depending on individual performance and Company performance, in accordance with the terms of the Company's plan.
**Benefits** :
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
(FOR COLORADO AND REMOTE ROLES ONLY) **Expiration Date** **:**
This posting is anticipated to remain open until (60 DAYS FROM POSTING DATE).
**Equal Employment Opportunity** **:** Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.

**Overview**
**Job Title:** Senior Service Desk Agent
**Cayuse Company:** Cayuse Commercial Services
**Location:** Remote
**Pay Rate:** $23-$7 per hour
**The Work**
The Senior Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication.
This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.
**Responsibilities**
**Key Responsibilities**
+ Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests.
+ Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
+ Acts as the escalation point for client/customer calls to resolve difficult situations or issues.
+ Manage agents on duty and ensure contact volume are handled within Service Level Agreements.
+ Assist new employees with training through shadowing opportunities and explanation of work processes.
+ Act as a subject matter expert for supported products and processes.
+ Acts as the liaison between the Cayuse and Client management and assigned agents to ensure needs and requests are being communicated and met.
+ Review agent performance and provide feedback through guidance and counseling.
+ Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool.
+ Provides assistance and information to the customer in a prompt manner.
+ Provide day-to-day operational service and support for escalated matters.
+ Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters.
+ Mobile telephony and device support.
+ Video Conference Unit Troubleshooting.
+ IP Telephony setup and support.
+ Creation of end user accounts and setting permissions.
+ End user device management and support, including desktops, laptops, and PDAs.
+ Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications.
+ Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations).
+ Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident management escalation to ITOC and/or Major Incident Management Team.
+ Manages continuous improvement through ongoing collection of data and information regarding customer requirements.
+ Monitor and report on performance of IT systems and services.
+ Understand and respond to others' using active listening skills and tactful communication.
+ Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding.
+ Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
+ Ensure customer satisfaction through follow-up and special efforts.
+ Resolve issues following the parameters and guidelines of the client.
+ Identify potential system problems and escalate to department contact for resolution.
+ Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
+ Assist new employees with training through shadowing opportunities and explanation of work process
+ Other duties as assigned.
**Qualifications**
**Qualifications - Here's What You Need**
+ High school diploma or GED required; experience preferred .
+ Service Desk or Customer Service experience.
+ Three (3) to five (5) years of experience in computer systems, customer support or IT support.
+ Experience with ServiceNow IT Service Management System.
+ Experience in a technology support organization.
+ Computer knowledge and experience to include: a foundation in Microsoft Office Suite and Mac IOS
+ Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
**Minimum Skills Required:**
+ Strong ability to speak with clarity and articulation.
+ Customer service experience and strong focus on customer satisfaction.
+ Call center experience.
+ Strong communication skills; both verbal and written.
+ High degree of comprehension of the issues presented by customers.
+ High degree of problem solving Internal/External Relationships.
+ Apply discretion resulting in appropriate/desired resolutions.
+ Ability to analyze issues and determine root causes and identify appropriate solutions.
+ Ability to connect and build relationships with customers via virtual methods, phone, and email.
+ Ability to independently solve problems.
+ Effective listening skills including the cognitive ability to locate and convey requested information
+ The ability to successfully handle customer requests and documents in work management tools and applications.
+ Willingness to take initiative with attention to detail.
+ Proactive and flexible.
+ Must have a positive attitude.
+ Tolerance to deal with difficult customers and stressful situations.
+ Fluidity to work well in teams as well as independently.
+ Ability to take phone contacts and answer emails simultaneously.
+ Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents.
+ Sound analytic and cognitive ability to troubleshoot technical problems.
+ Speaks with clarity, articulation, and is aware of own non-verbal communication.
+ Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress.
+ Demonstrate ability to learn quickly and thrive in a high-energy team environment.
+ Must be able to work independently, as well as with a team.
+ Ability to function in a diverse work environment.
**Desired Qualifications:**
+ Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a related field.
+ Previous supervisor experience in a call center environment
**Our Commitment to you / overview of benefits**
+ Medical, Dental and Vision Insurance; Wellness Program
+ Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
+ Short-Term and Long-Term Disability options
+ Basic Life and AD&D Insurance (Company Provided)
+ Voluntary Life and AD&D options
+ 401(k) Retirement Savings Plan with matching after one year
+ Paid Time Off
**Reports to: Operations Manager**
**Working Conditions**
+ Professional remote office environment.
+ Must be physically and mentally able to perform duties extended periods of time.
+ Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
+ Must be able to establish a productive and professional workspace.
+ Must be able to sit for long periods of time looking at computer screen.
+ May be asked to work a flexible schedule which may include holidays.
+ May be asked to travel for business or professional development purposes.
+ May be asked to work hours outside of normal business hours.
**Other Duties:** _Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice._
**_Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law._**
**Pay Range**
USD 23.00 - USD 27.00 /Hr.
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**Location** _US-_
**ID** _103308_
**Category** _Information Technology_
**Position Type** _Full-Time Hourly Non Exempt_
**Remote** _Yes_
**Clearance Required** _None_

**Job ID Number**
R5738
**Employment Type**
Full time
**Worksite Flexibility**
Remote
**Job Summary**
As a Bilingual (Portuguese/English) Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.
**Job Description**
We are looking for a bilingual customer service-oriented Bilingual Service Desk Analyst to provide Level 1 technical support to both English and Portuguese speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be **full-time** and **remote** .
**What You'll Do**
+ Provide General IT end-user support including:
+ Utilize excellent customer service skills and exceed customers' expectations.
+ Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.
+ Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other "how-to" questions.
+ Properly escalate unresolved issues to the next level of support with strong supporting documentation
+ Following documented processes to resolve customer issues.
+ Ensure proper recording, categorization, documentation, and closure of all tickets.
+ Analyze the impact and urgency of customer's issues and prioritize appropriately.
+ Recommend procedure modifications or improvements.
+ Drive positive results in Customer Experience through timely responses and professional interaction.
+ Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.
+ Preserve and grow your knowledge of Service Desk procedures, products, and services.
+ May perform other job duties as directed by Team Lead or Service Delivery Leader
**What You'll Need**
Required:
+ 6-12 months' experience in a Service Desk role and/or technical support role
+ 6-12 months of customer service experience in a professional industry
+ High School Diploma or GED
+ **Bilingual in English and Portuguese languages (both written and oral)**
+ Strong troubleshooting and documentation skills
+ Excellent customer service skills
+ Strong attention to detail and strong communication skills (both written and oral)
+ Excellent work ethic
+ Problem-solving skills
+ Solution driven
+ **Ability to work weekdays from 7:00am - 3:30pm EST**
Preferred:
+ Associate degree preferred in related field.
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.
+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.
The pay range for this position is $18.00 per hour (USD). There is also a language bonus for this position. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law?
**Reasonable Accommodation Statement**
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.
**Equal Employment Opportunity Policy Statement**
CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.