Help Desk IT Specialist - Tier 1
Posted 26 days ago
Job Viewed
Job Description
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
Customer Service Engineer
Posted today
Job Viewed
Job Description
Qualifications
Responsibilities
Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC's, desktops, laptops, tablets and printers.
Provide support to client identified VIPs
Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
Perform Install/Move/Add or Change (IMAC) activities.
Perform all assigned desk-side support activities
Display outstanding technical and professional services skills at all times
Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
Understands and follows all documented service operations policies and procedures.
Other duties or certifications may be assigned to meet business needs
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
Customer Service Manager
Posted 3 days ago
Job Viewed
Job Description
Description:
**Position Title:**
Customer Service Manager
_Preferred Candidate Identified_
**Pay Rate** :
$69,500-$2,600(USCORE)
_Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range. Variable pay may provide additional opportunities for financial awards. This job is eligible to participate in IP's annual incentive plan._
**Category/Shift** :
Salaried Full-Time
**Physical Location:**
Rochester, New York
**The Job You Will Perform:**
+ Responsible for providing overall direction and leadership to the customer support team. Improve efficiency, profitability, and customer satisfaction by implementing service and operations strategies. In addition to business improvement, provide team members with challenging work and developmental objectives, and will share both responsibility and accountability in the attainment of organizational goals.
+ Act as a front line decision maker, managing major and significant customer accounts, some having enterprise agreements.
+ Provide significant process and/or product expertise, and be a subject matter expert resource for other team members.
+ Receipt and processing of requests for price quotations, purchase orders, order changes, adjustments, and cancellations.
**The Qualifications, Skills and Knowledge You Will Bring:**
+ High school diploma or GED
+ Preferred Bachelor's degree in a related field or related experience and/or training; or equivalent combination of education and experience.
+ Preferred experience working in a manufacturing environment
+ Preferred computer data-entry experience
+ Eight or more years of customer relations experience in the Corrugated Box Industry
+ Customer focus
+ Timely decision making
+ Managing and measuring work
+ Motivating others
+ Building effective teams
+ Directing others
+ Informing and managing conflict
**The Benefits You Will Enjoy:**
International Paper offers a benefits package that includes health, welfare and retirement plans including Medical, Dental, Life insurance, Flexible Spending Accounts, Short-term and Long-term Disability, 401(k), Company-funded retirement contributions, Paid Time Off, Education & Development (including Tuition Reimbursement), Student Loan Repayment Assistance, and Voluntary Benefits including insurance for home, auto, vision and pets.
**The Career You Will Build:**
Sales and Leadership training, promotional opportunities within a global company
**The Impact You Will Make:**
We continue to build a better future for people, the planet, and our company! IP has been a good steward of sustainable practices across communities around the world for more than 125 years. Join our team and you'll see why our team members say they're **Proud to be IP** .
**The Culture You Will Experience:**
International Paper promotes employee well-being by providing safe, caring and inclusive workplaces. We have team members all around the world with diverse backgrounds, experiences, and perspectives. These are our strengths. We are committed to creating a culture where all individuals are respected, valued, engaged and have an opportunity to do their best work every day. We invite you to bring your uniqueness, creativity, talents, experiences, and safety mindset to be a part of our increasingly inclusive and diverse culture.
**The Company You Will Join:**
International Paper (NYSE: IP) is a global producer of sustainable packaging, pulp and other fiber-based products, and one of the world's largest recyclers. Headquartered in Memphis, Tenn., we employ approximately 39,000 colleagues globally who are committed to creating what's next. We serve customers worldwide, with manufacturing operations in North America, Latin America, North Africa and Europe. Net sales for 2023 were 18.9 billion. Additional information can be found by visiting internationalpaper.com.
**_International Paper is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law._**
**_International Paper complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact_** ** ** **_or ( ._**
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Location:
Rochester, NY, US, 14612
Category: Sales & Marketing
Date: Jul 17, 2025
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Customer Service Associate
Posted 5 days ago
Job Viewed
Job Description
+ Models and delivers a distinctive and delightful customer experience.
+ Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service.
**Customer Experience**
+ Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer issues and answers questions to ensure a positive customer experience.
+ Models and shares customer service best practices with all team members to deliver a distinctive and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.).
**Operations**
+ Provides customers with courteous, friendly, fast, and efficient service.
+ Recommends items for sale to customer and recommends trade-up and/or companion items.
+ Registers customer purchases on assigned cash register, collects cash and distributes change as requested; processes voids, returns, rain checks, refunds, and exchanges as needed.
+ Keeps counters and shelves clean and well merchandised, takes inventory, and maintains records. Checks in and prices merchandise as required or as directed by store manager or communicated by the shift leader.
+ Implements Company asset protection procedures to identify and minimize profit loss.
+ Ensures compliance with state and local laws regarding regulated products (e.g., alcoholic beverages and tobacco products).
+ Constructs and maintains displays, including promotional, seasonal, super structures, and sale merchandise. Completes resets and revisions as directed.
+ Assists with separation of food items (e.g., raw foods from pre-cooked) and product placement as specified by policies/procedures (e.g., raw and frozen meats on bottom shelves). For consumable items, assists in stock rotation, using the first in, first out method and restock outs.
+ Has working knowledge of store systems and store equipment.
+ Provides customer service in the photo area, including digital passport photo service, poster print and creative machine, suggestive sell of promotional photo products.
+ Assumes web pick-up responsibilities (monitors orders in Picture Care Plus, fills orders (pick items), delivers orders to customers as they arrive at store).
+ Assists with exterior and interior maintenance by ensuring clean, neat, orderly store condition and appearance.
+ Complies with all company policies and procedures; maintains respectful relationships with coworkers.
+ Completes special assignments and other tasks as assigned.
**Training & Personal Development**
+ Attends training and completes PPLs requested by Manager or assigned by corporate.
**Job ID:** 1641422BR
**Title:** Customer Service Associate
**Company Indicator:** Walgreens
**Employment Type:** Flexible hours
**Job Function:** Retail
**Full Store Address:** 8 W MAIN ST,LE ROY,NY,14482
**Full District Office Address:** 8 W MAIN ST,LE ROY,NY,14482-01312-11904-S
**External Basic Qualifications:**
+ Must be fluent in reading, writing, and speaking English. (Except in Puerto Rico)
+ Requires willingness to work flexible schedule, including evenings and weekend hours
**Preferred Qualifications:**
+ Prefer six months of experience in a retail environment.
+ Prefer to have prior work experience with Walgreens.
+ Prefer to be fluent in reading, writing, and speaking English. (Except in Puerto Rico)
+ Requires willingness to work flexible schedule, including evenings and weekend hours.
We will consider employment of qualified applicants with arrest and conviction records.
An Equal Opportunity Employer, including disability/veterans.
The actual compensation that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled. To review benefits, please click here jobs.walgreens.com/benefits . If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits
**Shift:**
**Store:** 11904-LE ROY NY
Customer Service Associate
Posted 6 days ago
Job Viewed
Job Description
+ Models and delivers a distinctive and delightful customer experience.
+ Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service.
**Customer Experience**
+ Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer issues and answers questions to ensure a positive customer experience.
+ Models and shares customer service best practices with all team members to deliver a distinctive and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.).
**Operations**
+ Provides customers with courteous, friendly, fast, and efficient service.
+ Recommends items for sale to customer and recommends trade-up and/or companion items.
+ Registers customer purchases on assigned cash register, collects cash and distributes change as requested; processes voids, returns, rain checks, refunds, and exchanges as needed.
+ Keeps counters and shelves clean and well merchandised, takes inventory, and maintains records. Checks in and prices merchandise as required or as directed by store manager or communicated by the shift leader.
+ Implements Company asset protection procedures to identify and minimize profit loss.
+ Ensures compliance with state and local laws regarding regulated products (e.g., alcoholic beverages and tobacco products).
+ Constructs and maintains displays, including promotional, seasonal, super structures, and sale merchandise. Completes resets and revisions as directed.
+ Assists with separation of food items (e.g., raw foods from pre-cooked) and product placement as specified by policies/procedures (e.g., raw and frozen meats on bottom shelves). For consumable items, assists in stock rotation, using the first in, first out method and restock outs.
+ Has working knowledge of store systems and store equipment.
+ Provides customer service in the photo area, including digital passport photo service, poster print and creative machine, suggestive sell of promotional photo products.
+ Assumes web pick-up responsibilities (monitors orders in Picture Care Plus, fills orders (pick items), delivers orders to customers as they arrive at store).
+ Assists with exterior and interior maintenance by ensuring clean, neat, orderly store condition and appearance.
+ Complies with all company policies and procedures; maintains respectful relationships with coworkers.
+ Completes special assignments and other tasks as assigned.
**Training & Personal Development**
+ Attends training and completes PPLs requested by Manager or assigned by corporate.
**Job ID:** 1640562BR
**Title:** Customer Service Associate
**Company Indicator:** Walgreens Boots Alliance
**Employment Type:** Part-time
**Job Function:** Retail
**Full Store Address:** 135 W MAIN ST,HONEOYE FALLS,NY,14472
**Full District Office Address:** 135 W MAIN ST,HONEOYE FALLS,NY,14472-01103-18364-S
**External Basic Qualifications:**
+ Must be fluent in reading, writing, and speaking English. (Except in Puerto Rico)
+ Requires willingness to work flexible schedule, including evenings and weekend hours
**Preferred Qualifications:**
+ Prefer six months of experience in a retail environment.
+ Prefer to have prior work experience with Walgreens.
+ Prefer to be fluent in reading, writing, and speaking English. (Except in Puerto Rico)
+ Requires willingness to work flexible schedule, including evenings and weekend hours.
We will consider employment of qualified applicants with arrest and conviction records.
An Equal Opportunity Employer, including disability/veterans.
The actual compensation that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled. To review benefits, please click here jobs.walgreens.com/benefits . If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits
**Shift:**
**Store:** 18364-HONEOYE FALLS NY
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