Tier 1 Service Desk Specialist

Who we are:

Makpar is a team of innovators and consultants deploying cutting edge technologies for the federal government. We help our clients achieve their business and operational goals by solving complex problems through experience and intellect and build sustainable solutions that last. If you are driven and looking to tackle complex and critical client challenges, Makpar can provide a dynamic, mission focused, and rewarding environment for your professional growth.

Our service offerings include Cybersecurity, Cloud Migration, IT Project Management, Agile Transformation, DevSecOps, Identity, Credential, and Access Management (ICAM), and Health IT. We are proud to be a Great Place to Work™ certified four years in a row. Recent awards include Fortune Top 100 Small Place to Work, Inc 5000, and Inc Best in Business. In 2019, we were awarded the SBA Subcontractor of the Year Award (Region 3) for our program management and Agile development work at the IRS. 

The Position:

Makpar has an exciting opportunity for a Tier 1 Service Desk Specialist to join our growing team. The Tier I Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Tier I Service Desk Specialist will also provide administrative and technical support for the Enterprise Service Desk. Work is performed under the supervision of the Help Desk Supervisor. This is a full-time, hourly position.

Role Specific Duties:

• Provide telephone and email-based support for all users via an IVR system and using the ServiceNow ITSM.
• Assist users with administrative configuration issues such as workstation troubleshooting, account configuration, basic hardware and application troubleshooting, email system usage, and other non-hands-on activities. 
• Reset account passwords, security tokens, PINs, and other administrative account management support activities as needed. 
• Manage incidents, Problems, and Service Requests. Use ServiceNow for creating and handling tickets for Incidents and Requests.
• Escalate tickets based on expertise and appropriate group membership- answer customer telephone calls
• Ensure that all Incidents are promptly and accurately documented in ITSM. Track Incident from the first report to remediation
• Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved
• Update and ensure that all tickets are updated in a manner that meets the applicable SLAs.
• Monitor status of all open tickets and escalate as required and coordinate resolution with other internal and external teams, as appropriate

Qualifications:

• 6months - 1 year of experience using ServiceNow ticketing system (preferred)
• Proficiency using MS Office suite – namely Office365, MS Word, and MS Excel
• MS Windows 10 systems e.g Dell and Microsoft laptop and tablet hardware knowledge
• iPhone configuration and troubleshooting
• Superb oral, written, and communication skills essential
• Associate degree (preferred) in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field
• A+ certification required, plus a ITILv3 and/or ITILv4 certificate
• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant. 

Benefits:

At Makpar Corporation we understand that we all need to balance work and life – that is why we have a great benefits package, excellent training and career development opportunities, flexible work schedules along with a generous compensation package. At Makpar, we believe in keeping our employees happy, healthy and engaged. We pride ourselves in providing outstanding benefits, creating environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to achieve goals.

Start your career today and be a part of something meaningful!

Makpar is an Equal Opportunity / Affirmative Action employer.