Makpar20d ago

IT Specialist II

Us-BasedRemoteFull-timemid

OtherIt Specialist

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Quick Summary

Key Responsibilities

Remote telephone-based Call Center / Help Desk / Service Desk support services Owning, tracking,

Technical Tools

OtherIt Specialist

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.

Some of the primary responsibilities of this role would include:

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

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

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