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Tier 1 Service Desk Specialist

1 day, 12 hours 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
51-200
Founded 2008
View All Jobs 7

Description

  • Receive, document, categorize, prioritize, and manage incidents, problems, and service requests through phone, email, portal, chat, and walk-in channels.
  • Provide live telephone support during normal working hours, attempt first-call resolution, and escalate unresolved issues to appropriate teams.
  • Create, update, track, and close ServiceNow, Remedy, or equivalent ITSM tickets in accordance with SLAs and OLAs.
  • Own tickets through resolution, including tracking work performed by external support organizations and escalating delayed responses.
  • Manage critical events, track their resolution through ITSM tickets, and share real-time status information with service desk agents.
  • Review incident data to identify recurring trends, create problem tickets, and link related incidents.
  • Notify users of planned maintenance windows and outages by email.
  • Provide remote configuration and troubleshooting support using tools such as BeyondTrust (Bomgar).
  • Support users with standard applications, assistive technologies, and collaboration tools including WebEx, Zoom, and Teams.
  • Assist with meeting scheduling, collaboration-tool usage, password resets, account unlocks, and basic account updates.

Requirements

  • High school diploma or GED.
  • Basic working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, Teams, and OneDrive.
  • Knowledge of Windows 10 and Windows 11 operating systems.
  • Experience with Active Directory user administration, including password resets, account unlocks, and basic account updates.
  • Familiarity with desktop hardware, including laptops, desktops, printers, monitors, and mobile devices.
  • Knowledge of network fundamentals, including VPN connectivity, Wi-Fi troubleshooting, and basic TCP/IP concepts.
  • Experience using 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, accurately document requests, multitask, and work in a metric-driven environment.
  • Must be a U.S. citizen or legal permanent resident for at least 3 years and be federally tax compliant.
  • One of the following certifications is highly preferred: CompTIA A+, HDI Support Center Analyst (HDI-SCA), ITIL 4 Foundation, or Microsoft 365 Fundamentals (MS-900).

Benefits

  • Generous compensation package.
  • Flexible work schedules.
  • Training and career development opportunities.
  • Work-life balance support.
  • Collaborative and inclusive work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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