Who we are:
Makpar is a comprehensive professional and technical solutions provider for the Federal government. We combine functional and technical expertise in cloud engineering, data management, cybersecurity and emerging technologies to deliver mission success. We build the right IT solution for government clients by partnering with them to understand their WHAT, WHY, and HOW. Using our signature consulting methodology that we call “The Makpar Way,” we help agencies navigate the ongoing changes in the Federal technology landscape.
We succeed where others fail because of our connected and engaged workforce are dedicated to delivering success for our clients and the American people. Our Mission: We solve complex problems for the Federal government to accelerate access to citizen services.When it comes to excellence, we deliver. Learn more about our employer brand at makpar.com/careers.The Position:Makpar has an exciting opportunity for a Tier 2 Service Desk Specialist to join our growing team. The ideal candidate must possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
The Service Desk Specialist is required to meet contract Service Level Agreements (SLAs) for incident Response, Update, Handoff, and Resolution times. The Service Desk Specialist must follow published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), but may also be called to perform additional activities, developing methodology and presenting solutions to problems. Must contribute to deliverables and performance metrics where applicable. This is a full-time, hourly position.
Role Specific Duties:
- Responds and diagnoses problems through discussion with users and hands-on assistance.
- Provides on-site support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to tickets assigned by Tier 1.
- Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
- Documents, tracks, and monitors tickets to ensure a timely resolution.
- Provides second-tier support to users’ applications or hardware issues.
- Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
- Simulates or recreates user problems to resolve operating difficulties.
- Recommends systems modifications to reduce user problems.
- Performs Moves, Adds and Changes (MAC)
Desired Qualifications:
- At least 2 years of experience in participating in a desk-side support environment providing IT hardware and software support.
- Possible travel up to 10%. Selectee may be required to drive their personal vehicle to various nearby government locations (up to four hours away), to provide on-site support. Travel will be reimbursed.
- Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.
Preferred Certifications: - Microsoft Office Specialist certification for Office 2007 or later.
- One of the following - ITIL v3 Foundations, Help Desk Institute's HDA, CSR, or other IT industry certification.
Knowledge Requirements:
- ServiceNow, or other IT help desk ticketing systems
- Microsoft Windows support in an enterprise environment
- Microsoft Office / Microsoft 365
- BeyondTrust (Previously known as Bomgar), or other remote desktop support tools.
- Microsoft Azure AD
- Microsoft InTune
- Microsoft Entra
- Microsoft Azure Virtual Desktop (AVD)
- NetIQ Directory Resource Administrator (DRA) or Active Directory
- Systems Center Configuration Manager (SCCM)
- Cisco AnyConnect
- Z-Scaler experience is a plus!
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 Employer.Apply for this job
