Technical Analyst

**Description & Requirements**
**About Maximus**

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.

**Department Summary - Hybrid Role**

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.

**Position Summary**

**Your typical week at Maximus**
- 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.
- 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.
- 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.
- 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
- Four weeks of paid vacation
- 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
- 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

**EEO Statement