Makpar

Federal IT modernization and cybersecurity consulting

Tier 1 Service Desk Specialist

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeRemote in USA$19 - $21 /hrRemote

About the Job

Requirements

A high school diploma or GED is required.
Basic working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, Teams, and OneDrive is required.
Knowledge of Windows 10 and Windows 11 operating systems is required.
Experience with Active Directory user administration, including password resets, account unlocks, and basic user account updates, is required.
Knowledge of common desktop hardware, including laptops, desktops, printers, monitors, and mobile devices, is required.
Knowledge of network fundamentals, including VPN connectivity, Wi-Fi troubleshooting, and basic TCP/IP concepts, is required.
Experience with ServiceNow or an equivalent IT service management ticketing system is required.
Strong verbal and written communication skills are required.
Ability to communicate technical information to non-technical users is required.
Ability to handle high call volumes professionally is required.
Experience documenting incidents and requests accurately is required.
Strong organizational and multitasking abilities are required.
Ability to work in a metric-driven environment is required.
Candidates must be United States citizens or legal permanent residents with three years of Green Card status and must be Federal Tax compliant.

Responsibilities

Manage incidents, problems, and service requests using a government-standard implementation of ServiceNow or Remedy.
Receive support requests by telephone, email, self-service portal, live chat, and contact with on-site support personnel, and create and handle tickets.
Categorize incidents based on impact and priority to track progress and restore degraded or disrupted services quickly.
Provide live telephone support during normal working hours, accept and record user service requests, attempt resolution, and escalate unresolved tickets.
Monitor incoming email requests and create tickets according to applicable service-level agreements.
Establish methods to accept and track critical events through IT service management tickets.
Manage critical-event resolution to meet or exceed applicable service-level agreements and make event information available to service desk agents for real-time reference.
Update tickets, or ensure that tickets are updated, in accordance with applicable service-level agreements.
Obtain user concurrence that an issue is fully resolved and service has been restored before changing the ticket status to Resolved and closing the ticket.
Follow up periodically to verify that restored services meet client expectations and close completed tickets.
Own incident resolution, maintain the status of open tickets, and escalate or seek assistance when other support teams are not responsive.
Review incident data and other information to identify trends that may reveal common causes of incidents; create problem tickets, link related incidents, and update them after problem resolution.
Receive and fulfill service requests from users and technicians through telephone calls, voicemail, email, and walk-ins.
Own incident, problem, and service-request resolution regardless of which party performs the work, tracking resolutions and escalations as required by service-level agreements.
Notify users about planned maintenance windows and outages by email.
Provide configuration and troubleshooting assistance using remote desktop management tools such as BeyondTrust (Bomgar).
Assist users with configuration, troubleshooting, and how-to questions for standard and approved applications.
Assist users with assistive technology tools such as Windows Ease of Use and JAWS.
Support WebEx, Zoom, and Teams, including scheduling meetings, managing usage, and providing user support and limited how-to assistance.

Desired Qualifications

CompTIA A+ certification.
HDI Support Center Analyst (HDI-SCA) certification.
ITIL 4 Foundation certification.
Microsoft 365 Fundamentals (MS-900) certification.

Salary Range: 19 to 21 (Currency: USD) (Pay period: per-hour-wage)

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 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.

Role Specific Duties:

Ticket Creation and Handling: Receive calls made to a single phone number (provided by the
government), via email, self-service portal, live chat, or contacting on-site support personnel.
Future possibilities may include texting.
Support-Incident Management: Provide impact- and priority- based Incident categorization in
order to track progress of all incidents and restore degraded or disrupted services as quickly as possible.
Initial Telephone Call Handling: Provide live telephone support during Normal Working Hours.
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.
Initial Email Handling: Check for requests coming through email on a regular basis and create
tickets based on these requests as required by the appropriate SLAs.
Critical Events Handling:
Establish means to accept these events and to track them via ITSM tickets
Manage resolution process in a manner that meets and/or exceeds applicable SLA
Make information about these critical events available to all SD agents for real-time
reference.
Ticket Updates: Update or ensure that all tickets are updated in a manner that meets the
applicable SLAs.
Ticket Closure: No ticket can be closed without concurrence from the User that the ticket has,
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.
Incident Handling and Management: Assume responsibility for resolving Incidents in a
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.
Problem Handling and Management: Continuously review Incident data as well as other
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.
Request Fulfillment (Service Request) Management: Receive requests from a variety of
sources including user or technician telephone call and voicemail, user or technician e-mail,
and User or technician walk-in.
Ticket Ownership: Assume responsibility for Incident, Problem and Service Request resolution
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.
User Notification: Notify Users about planned maintenance windows and outages via e-mails.
Remote Desktop Management: Provide configuration and troubleshooting assistance using
supplied remote desktop management tools such as BeyondTrust (Bomgar).
Application Support: Assist users with configuration, troubleshooting and answering "how-to"
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.
On-Line Collaboration Tool Support: Support use and management of provided On-line
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:

Education: High School Diploma or GED (required)
Basic working knowledge of Microsoft 365 applications: Outlook, Word, Excel, Teams, OneDrive
Windows 10/11 operating systems
Active Directory user administration: Password resets, Account unlocks, Basic user account updates
Common desktop hardware: Laptops, Desktops, Printers, Monitors, Mobile devices
Network fundamentals: VPN connectivity, Wi-Fi troubleshooting, Basic TCP/IP concepts
ServiceNow or equivalent ITSM ticketing system
Customer Service Skills:
Strong verbal and written communication skills
Ability to communicate technical information to non-technical users
Ability to handle high call volumes professionally
Experience documenting incidents and requests accurately
Strong organizational and multitasking abilities
Ability to work in a metric-driven environment
Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

Highly Preferred Certifications:

One of the following:
CompTIA A+
HDI Support Center Analyst (HDI-SCA)
ITIL 4 Foundation
Microsoft 365 Fundamentals (MS-900)

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.

About the Company

Makpar

Federal IT modernization and cybersecurity consulting

Makpar Federal IT provides cybersecurity and IT modernization consulting to the U.S. federal government. It helps agencies plan, build, secure, and operate modern IT systems by offering advisory services, custom software solutions, and advanced test automation, supported by an in-house Makpar Innovation Lab that prototypes new approaches. Work involves long-term contracts with agencies such as the IRS, covering phases from initial planning to implementation and ongoing support. The company differentiates itself through a deep federal focus, a track record on high-stakes projects, in-house R&D, and a emphasis on quality and social responsibility as a family- and women-owned business that promotes opportunities for women and minorities. Its goal is to improve government operations by delivering reliable, secure, and up-to-date IT capabilities and maintaining strong, ongoing partnerships with federal agencies.

Company size: 11-50
Company stage: Not listed
Total funding: Not listed
Headquarters: Leesburg, VA
Founded: 2008

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