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Tier 1 Service Desk Specialist

3 weeks, 1 day ago
United States
Full-time
Entry Level
Technical Support Engineer
Customer and Technical Support
Active Directory TCP/IP
Apply Now
Makpar

Makpar

Makpar is an award-winning cybersecurity consultant specializing in IT modernization for the Federal government. The company's in-house Research & Development Lab innovates to build tailored solutions for government agencies.

Internet Software & Services
51-250
Founded 2008
View All Jobs 7

Description

  • Create and manage tickets received by phone, email, self-service portal, live chat, and on-site support channels.
  • Categorize, prioritize, track, and resolve incidents while meeting applicable SLAs and OLAs.
  • Provide live telephone support, attempt first-call resolution, document requests, and escalate unresolved issues.
  • Monitor email requests and create tickets in accordance with service-level requirements.
  • Handle critical events by tracking resolutions, meeting SLAs, and sharing real-time information with service desk staff.
  • Maintain accurate ticket updates, verify resolution with users, and close tickets after service restoration is confirmed.
  • Analyze incident trends, create and link problem records, and update related incidents after problem resolution.
  • Manage service requests and retain ownership of incidents, problems, and requests through resolution, including external escalations.
  • Notify users about maintenance windows and outages and provide remote desktop support using tools such as BeyondTrust (Bomgar).
  • Support Microsoft 365, standard applications, assistive technologies, and collaboration tools including WebEx, Zoom, and Teams.

Requirements

  • High school diploma or GED.
  • Basic working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, Teams, and OneDrive.
  • Knowledge of Windows 10/11 operating systems and common desktop hardware, including laptops, desktops, printers, monitors, and mobile devices.
  • Experience with Active Directory user administration, including password resets, account unlocks, and basic account updates.
  • Understanding of VPN connectivity, Wi-Fi troubleshooting, and basic TCP/IP concepts.
  • Experience with ServiceNow or an equivalent ITSM ticketing system.
  • Strong verbal and written communication skills, including the ability to explain technical information to non-technical users.
  • Ability to handle high call volumes, document incidents accurately, multitask, and work in a metric-driven environment.
  • Must be a U.S. citizen or legal permanent resident with Green Card status for at least three years and be Federal Tax compliant.
  • Preferred certification: CompTIA A+, HDI Support Center Analyst, ITIL 4 Foundation, or Microsoft 365 Fundamentals (MS-900).

Benefits

  • Full-time, hourly employment with a generous compensation package.
  • Flexible work schedules.
  • Excellent training and career development opportunities.
  • Benefits designed to support work-life balance, health, and employee engagement.
  • Equal Opportunity Employer.

Interested in this position?

Apply directly on the company website

Apply Now

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