Helpdesk Shift Supervisor

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS146, T2, Band 5
Job-Specific Essential Duties and Responsibilities:
- Provide Tier 2 IT Support services for a mission critical platform.
- Supervise the assessment and categorization of incoming support requests to determine the appropriate level of support required.
- Log, track, and manage incidents and service requests using the organization's ticketing system, ensuring timely resolution and communication with end-users.
- Supervisor first-line technical support for hardware, software, and network issues, escalating more complex problems to higher-tier support as necessary.
- Assist users with advanced IT issues, such as domain refreshes, software installations, and data inquiries, change requests, etc.
- Provide guidance on optimization strategies such as load balancing, incident optimization, network traffic monitoring, and more.
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