Tier 1 Service Desk Specialist
MakparWho 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 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. This is a full-time, hourly position.
Essential Functions:
Manage incidents, Problems, and Service Requests. Use government-standard implementation
of ServiceNow or Remedy for handling tickets.
Manage incidents, Problems, and Service Requests. Use government-standard implementation
of ServiceNow or Remedy for handling tickets.
Role Specific Duties:
government), via email, self-service portal, live chat, or contacting on-site support personnel.
Future possibilities may include texting.
order to track progress of all incidents and restore degraded or disrupted services as quickly as possible.
Accept Users' requests for service, record the request, and attempt resolution. If the agent
handling the request cannot resolve the issue, escalate the ticket to the appropriate personnel.
tickets based on these requests as required by the appropriate SLAs.
reference.
applicable SLAs.
in fact, been fully resolved and that the service has been restored. When an issue is resolved,
change the status of the ticket to "Resolved." Follow up periodically to verify the service meets
client expectations; close when completed.
manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance
if other support teams are not being responsive to requests for assistance. Maintain the status of all open tickets in a manner that meets the SLAs and OLAs.
sources of information to identity trends that may lead to discovery of a common cause of
incoming incidents. When such a cause is determined, create a Problem ticket and link all
related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident
tickets.
sources including user or technician telephone call and voicemail, user or technician e-mail,
and User or technician walk-in.
regardless of the party actually performing the work, i.e., if the work is performed by an external organization, track the resolution and escalations, as required by the SLAs.
Remote Desktop Management: Provide configuration and troubleshooting assistance using
supplied remote desktop management tools such as BeyondTrust (Bomgar).
questions related to usage of standard and other approved applications.
Assistive Technology User Support: Assist Users using assistive technology tools, such as
Windows Ease of Use and Jaws.
collaboration solutions such as WebEx, Zoom, and Teams by assuming responsibility for
scheduling meetings, managing usage, and providing User support. Provide limited how-to and scheduling assistance.
Required Qualifications:
Highly Preferred Certifications:
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.