The IT Specialist II provides remote Call Center support, troubleshooting IT incidents, and managing service requests per established SLAs while keeping clients informed of progress.
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 an IT Specialist to join our growing team. This role is largely responsible for providing remote telephone and email-based IT operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This position requires a high level of IT support knowledge, customer service experience, good communications skills and work ethic. This is an Enterprise Operations Support role, as such it will require commitment on your part as well as ours.
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, focus on managing and resolving
issues in alignment with the SLAs - Establishing and maintaining communication with technology customers to keep them updated with status of their requests
- Proactively escalating any issues that cannot be resolved within the established timeframes
Some of the primary responsibilities of this role would include:
Required Qualifications:
- High school diploma or equivalent required. Bachelor’s Degree preferred.
- 2+ year 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)
- 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.
Preferred Certifications:
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.
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