Full-Time

Tier 2 Service Desk Specialist

OH

Posted on 5/6/2024

Makpar

Makpar

51-200 employees

Modernizes IT infrastructure for Federal government

Consulting

Junior

Cleveland, OH, USA

Requirements
  • Microsoft Office Specialist certification for Office 2007 or later
  • 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
  • Knowledge of Microsoft network or enterprise support, Active Directory, Microsoft Office 2010, Office 2013, Office 365, Blackberry, MaaS360, NetIQ Directory Resource Administrator (DRA), Systems Center Configuration Manager (SCCM), Cisco AnyConnect, Citrix XenDesktop, Junos Pulse, NetScreen VPN, BMC Remedy 7.5 or 8.1
  • US Citizen or Legal Permanent Resident (Green Card status) for 3 years and Federal Tax compliant
Responsibilities
  • Responding and diagnosing problems through discussion with users and hands-on assistance
  • Providing on-site support to end users on various issues
  • Identifying, researching, and resolving technical problems
  • Responding to tickets assigned by Tier 1
  • Ensuring all assigned tickets are updated and moving towards a successful resolution within SLAs
  • Documenting, tracking, and monitoring tickets for timely resolution
  • Providing second-tier support for users' applications or hardware issues
  • Interacting with network services, software systems engineering, and applications development to restore service and identify and correct core problems
  • Simulating or recreating user problems to resolve operating difficulties
  • Recommending systems modifications to reduce user problems
  • Performing Moves, Adds, and Changes (MAC)

Makpar Corporation specializes in modernizing IT infrastructure for the Federal government, utilizing technologies such as AWS, AI/ML, DevSecOps, and UX to develop innovative and secure solutions. The company's Innovation Lab focuses on prototyping and building consistent, reliable solutions to advance mission success for Federal agencies.

Company Stage

N/A

Total Funding

N/A

Headquarters

Herndon, Virginia

Founded

2008

Growth & Insights
Headcount

6 month growth

24%

1 year growth

44%

2 year growth

51%