About Makpar
Makpar is a comprehensive professional and technical solutions provider for the Federal government. They combine functional and technical expertise in cloud engineering, data management, cybersecurity, and emerging technologies to deliver mission success. They build the right IT solution for government clients by partnering with them to understand their WHAT, WHY, and HOW. Learn more about their employer brand at makpar.com/careers.
About the Role
Makpar has an exciting opportunity for an IT Specialist to join their growing team. This role is largely responsible for providing remote telephone and email-based IT operational support services to the organization. This is an Enterprise Operations Support role, requiring commitment.
Role Specific Duties
- Remote telephone-based Call Center / Help Desk / Service Desk support services
- Owning, tracking, troubleshooting, and resolving IT incidents and service requests
- Fulfilling requests and resolving incidents daily to ensure service-related issues are identified and resolved within established Service Level Agreements (SLAs)
- Ownership of the incidents, problems, and requests, focusing on managing and resolving issues in alignment with the SLAs
- Establishing and maintaining communication with technology customers to keep them updated with the status of their requests
- Proactively escalating any issues that cannot be resolved within the established timeframes
Required Qualifications
- High school diploma or equivalent required. Bachelor’s Degree preferred.
- 2+ years of experience participating in an IT Service/Help Desk support environment.
- Office 365 Support (TEAMs, OneDrive, Microsoft Outlook, etc.)
- CompTIA A+ Certification required within 90 business days of hire.
- Public Trust Clearance: Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant in order to obtain clearance.
- Critical Thinking Skills
- Problem Solving Skills
- Active Listening and Effective Communication skills
Preferred Skills
- Enterprise Ticketing Application (ITSM) Experience – BMC Remedy Service Management experience preferred.
- Active Directory Experience
- VPN Experience (Global Protect.)
- Remote Support Software (Bomgar)
- Mobile Devices (Android and iOS)
- Software Installation Experience
- Web Browsers (Google, Edge, Chrome, and Mozilla)
- Printer Support Experience
- Network Drive Support Experience
- Operating Systems (Windows 11)
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.
Benefits
Makpar offers a great benefits package, excellent training and career development opportunities, flexible work schedules along with a generous compensation package. They believe in keeping their employees happy, healthy, and engaged.
Equal Opportunity Employer
Makpar is an Equal Opportunity Employer.