Full-Time

Tier 2 Service Desk Specialist

Pittsburgh, PA

Posted on 8/14/2024

Makpar

Makpar

11-50 employees

Cybersecurity and IT modernization consultancy

Consulting
Government & Public Sector
Cybersecurity

Compensation Overview

$23 - $25Hourly

Junior

Pittsburgh, PA, USA

Position is onsite in Pittsburgh, PA.

US Citizenship Required

Category
IT Support
IT & Security
Requirements
  • Required: (or can obtain within 60 days of hire)Microsoft Office Specialist certification for Office 2007or later.
  • Required: One of the following. ITIL v3 Foundations,Help Desk Institute's HDA, CSR, or other IT industry certification.
  • At least 2 years of current experience in participating in a desk-side support environment.
  • Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.
Responsibilities
  • 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)

Makpar Federal IT specializes in cybersecurity and IT modernization for the Federal government. The company addresses complex IT challenges by providing consultancy services, developing custom IT solutions, and implementing advanced test automation frameworks. Their work includes modernizing IT infrastructure and enhancing cybersecurity measures, with a focus on long-term contracts that cover consultation, planning, implementation, and support. Makpar stands out from competitors through its in-house research and development arm, the Makpar Innovation Lab, which prototypes and tests new solutions tailored to the needs of Federal agencies. Additionally, as a family and women-owned business, Makpar promotes job opportunities for women and minorities, aiming to create an inclusive work environment. The company's goal is to enhance the efficiency and security of government operations while fostering diversity in the tech industry.

Company Stage

N/A

Total Funding

N/A

Headquarters

Leesburg, Virginia

Founded

2008

Simplify Jobs

Simplify's Take

What believers are saying

  • Makpar secured a $115 million contract with the Department of Labor in 2023.
  • The rise of zero-trust architecture aligns with Makpar's cybersecurity offerings.
  • Makpar's commitment to diversity is supported by new EEOC guidelines in 2023.

What critics are saying

  • Joint ventures like MakNuAx could dilute Makpar's federal contract market share.
  • Rapid AI/ML development may lead to ethical and regulatory challenges.
  • Focus on neural networks exposes Makpar to data privacy and security risks.

What makes Makpar unique

  • Makpar specializes in IT modernization and cybersecurity for the Federal government.
  • The Makpar Innovation Lab focuses on AI/ML solutions for government challenges.
  • Makpar is a family and women-owned business promoting diversity and inclusion.

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Benefits

Flexible Work Hours

INACTIVE