Acting/Limited Service Local Site Administrator in Winchester

Maximus is currently looking for a Acting/Limited Service Local Site Administrator at the Winchester, KY location. This position is responsible for troubleshooting most software and hardware related issues at the CCO. The LSA will track and escalate issues to completion.

Responsibilities

• 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 IDs, 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.
• Assist the LSA Manager in the evaluation and creation of business processes to improve future decisions.
• Recommend 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.
• Provide 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 internal 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.
• Provide the appropriate follow-up, troubleshooting, 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.
• Enforce licensing agreements, develop a storage management program and provide 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.

Qualifications

• 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.