Technical Analyst

Description & Requirements

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Saudi Arabia, Singapore, South Korea and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives and that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

Department Summary - Hybrid Role (Charlottetown)

End User Services is a core pillar of the IT Operations department. The primary components of this portfolio include:

• IT Service Desk: The IT Service Desk is the first point of contact for end users seeking technical assistance. It provides support for issues related to hardware, software, network connectivity, and other IT-related queries. The service desk team handles incident management, request fulfillment, and user communication.
• IT Service Management (ITSM): This function focuses on designing, implementing, and managing IT processes and services. ITSM ensures efficient service delivery, change management, problem resolution, and continuous improvement. It aligns IT services with business needs and maintains service quality.
• Contact Center as a Service (CCaaS): CCaaS is a cloud-based solution that enables organizations to manage customer interactions efficiently. It includes features like call routing, IVR (Interactive Voice Response), chat, email, and social media support. The CCaaS team ensures seamless communication between customers and the organization.
  
  

Position Summary

A Technical Analyst provides technical assistance and troubleshooting support to our clients, or employees within the organization. They are responsible for diagnosing hardware and software issues, providing solutions, and ensuring a smooth user experience with technology products and services. The ideal candidate has strong problem-solving skills, is customer-oriented, and can communicate complex technical concepts clearly.

Your typical week at Maximus

• Provide front-line IT support for hardware, software, and network issues via tickets, phone, email, chat, or in person.
• Troubleshoot and resolve technical problems related to operating systems, applications, printers, networks, and more.
• Escalate unresolved issues to higher-level technical teams when necessary.
• Guide users through step-by-step problem-solving processes.
• Monitor and respond to support requests using ticketing systems (e.g., Cherwell, ServiceNow, etc.).
• Assist in the setup, configuration, and maintenance of computer systems and networks.
• Document and log all service requests, issues, and solutions in the ticketing system.
• Educate users on best practices and procedures for utilizing systems and applications effectively.
• Install, modify, and repair computer hardware and software.
• Collaborate with the IT team to improve processes and reduce technical issues.
  
  

Knowledge Skills And Abilities

• Strong knowledge of Windows, Android, IOS and other operating systems.
• Familiarity with common software applications (e.g., Microsoft Office, M365, Azure Cloud, Genesys Cloud).
• Basic knowledge of networking (LAN/WAN, Wi-Fi, VPN, TCP/IP).
• Excellent problem-solving and troubleshooting skills.
• Strong verbal and written communication skills to interact with users at all levels of technical proficiency.
• Patience and customer-service orientation.
• Ability to prioritize and manage multiple tasks efficiently.
• Knowledge of remote desktop applications and ITSM software.
• Basic understanding of cybersecurity principles and practices is a plus.
  
  

Education And Experience

• Preference to Bachelor's degree in Information Technology, Computer Science, or related field.
• Relevant certifications such as CompTIA A+, Network+, or ITIL are a plus.
• 1-3 years experience in a technical support, help desk or equivalent role.
  
  

Other

• Must be able to pass a Criminal Record Check
  
  

What We Offer You

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

• Competitive market-based salaries
• Comprehensive employer-paid benefits
• Generous paid time off
• Group Retirement Savings Plan
• Hybrid and remote work environments in Canada
• Annual paid bonus based on overall company performance
• Employee appreciation events
  
  

Maximus Global Core Values

• Accountability - Accepting responsibility to solve problems and rise to each challenge
• Collaboration - Partnering to instill trust and working as one
• Compassion - Empowering humanity by applying empathy and insight to every interaction
• Customer Focus - Cultivating an authentic desire to help others succeed
• Innovation - Embracing change and championing new ways forward
• Respect - Valuing the work we do, who we do it with, and the people we serve
  
  

We will be accepting applications until 11:59 PM, October 10, 2024

Please note that while all applications are appreciated, only those candidates selected for an interview will be contacted. (No Agencies, Please)

EEO Statement

Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.