Customer Support Specialist (Help Desk)

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 supports the Centers for Medicare & Medicaid Services (CMS) National Plan and Provider Enumeration System (NPPES), the authoritative system for assigning and maintaining National Provider Identifiers (NPIs) for healthcare providers nationwide. The NPPES Help Desk serves as the primary support channel for providers and organizations needing assistance with NPI enrollment, updates, deactivations, revalidations, and compliance requirements. The Help Desk provides end-to-end support across the NPI lifecycle, including issue resolution, service requests, and provider data verification to ensure compliance with CMS identity, data quality, and regulatory standards. The program plays a key role in maintaining accurate provider data used across Medicare, Medicaid, and other healthcare systems, supporting provider enrollment, fraud prevention, and HIPAA compliance. 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 who 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. Minimum Requirements
• High School diploma or equivalent with 0-2 years of experience.
• May have additional training or education in area of specialization.
• Works on assignments that are routine in nature, with responsibilities easily learned on the job.
• Acquires job skills and learns applicable policies and procedures to complete routine tasks.
• Able to read, understand & perform assignments within prescribed guidelines.
• Communicates routine information in a clear and accurate way with internal & external contacts.

Job-Specific Minimum Requirements:

• High School diploma or equivalent with 0
• 1 years of experience.
• 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 detail-oriented, organized, timely, and customer service-oriented.
• Ability to work well independently and in a team setting.
• Adaptable, flexible and able to deal with ambiguity and change.
• Excellent oral and written communication and customer service skills.
• Excellent attention to detail and good analytical skills.
• Candidates must be available to work standard business hours, Monday-Friday, 8:30 AM-5:30 PM EST.

Preferred Skills and Qualifications:

• Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies.
• Experience with and/or ability to use call center telephony equipment.
• Experience in customer support or call center support.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project).
• Government experience preferred.

\#techjobs #clearance #veteranspage 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. Minimum Salary $21 Maximum Salary $21