Acting/Limited Service Local Site Administrator

• Respond to and communicate with Customer Service Representatives to support their use of the Next Generation Desktop (NGD), desktop and associate websites.
• Assist the LSA Manager in associated project tasks.
• Ensure that tracking and reporting requirements are consistently maintained and updated at all times at each location(and sub-contractor) in regards to help desk tickets opened, closed, pending, User ID's, accurate number of licenses and disabled accounts, as assigned by the LSA Manager.
• Diagnose, troubleshoot and fix, configuration issues pertaining to the NGD system for Customer Service Representatives.
• Escalate issues pertaining to the NGD or Program sites as needed if unable to fix locally.
• Track escalated issues to completion.
• Attend regularly scheduled conference calls to create a virtual call center and maintain a team environment.
• Assists the LSA Manager in the evaluation and creation of business processes to improve future decisions.
• Recommends workable solutions to difficult, complex problems.
• Facilitate the deployment and configuration of personal computers.
• Work with supervisory staff at all call centers for the Program including sub-contractors.
• Provides recommendations to LSA Manager for creating and refining current Standard Operating Procedures that involve Call Center Operations and the NGD Siebel application as required; and work with the sub-contractors in the creation of and maintenance of Standard Operating Procedures (SOP).
• LSA will routinely assist with Support of NGD releases this will include User acceptance Testing (UAT).
• Provide support to other internals systems and business processes such as Avaya patching and Genesys testing.
• Able to accurately track the detail required to ensure the call center maintains compliance with SOP.
• Provides the appropriate follow-up, trouble shooting, and reporting as outlined in existing Process and procedure guidelines.
• Coordinate the use of Ace Messaging for alerts created by the Communications group.
• Coordinate with the facilities department or Program for internal moves of people and equipment.
• Assists Local IT installing operating systems, configuring email accounts, troubleshooting IP and connectivity issues,ensure proper web browser installation, and perform proper local workstation and network configuration as well as software configuration as needed.
• Enforce licensing agreements, developing a storage management program and providing for routine backups.
• Install and maintain network hardware and software.
• Work off-shift as necessary.
• Occasional travel to Program headquarters or other sites for application maintenance training.
• Regular and predictable attendance is required.

Maximus employees who have completed at least six months in their current position are eligible to apply for a posted position, and any exceptions to the six-month minimum are handled on a case-by-case basis by that specific project.

The six-month time in position rule can be waived for CCO employees under the following circumstances: employees who were in an acting role and have returned to their home base position, employees who are currently in an acting/limited-service role applying to the same role that is RFT, employees who were unable to return to a homebase position at the end of their acting role, or limited-service employees that are unable to secure a lateral or promotional position for continued employment at the end of their limited assignment."

This is a limited service position created to accommodate a specific business need. This Limited-Service hire will be a Maximus employee who will receive full benefits, but for a limited period of time that does not have a defined end date. There may be a possibility to become a regular full-time hire based on business need and individual performance.

Minimum Requirements

• High School diploma or equivalent required, Associates Degree or higher preferred.
• Strong knowledge of the NGD Siebel application preferred.
• Must be computer literate and be familiar with help desk procedures.
• Knowledge of systems software to determine if a malfunction is in the hardware or in the software.
• Possess working knowledge of Microsoft suite of products including Word, Excel, Access and PowerPoint.
• Good working knowledge of Internet Explorer software usage and configuration.
• Ability to interact well with all levels of employees and management.
• Strong written and verbal communication skills required.
• Must have strong interpersonal and customer service skills.
• Strong analytical and organizational skills.
• Government health plan program knowledge and business processes preferred.
• Ability to understand and troubleshoot software.
• Ability to train end users.
• Ability to work well with other people in a team oriented environment.
• Ability to install/deploy Windows based computers.
• Must be comfortable lifting up to 35 pounds perhaps once or twice daily.

CCO Experience preferred.

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

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

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 applicantaccom@maximus.com .

Minimum Salary
$29.83

Maximum Salary
$29.83