Program Support Technician

Who we are:

Makpar is a team of innovators and consultants deploying cutting edge technologies for the federal government. We help our clients achieve their business and operational goals by solving complex problems through experience and intellect and build sustainable solutions that last. If you are driven and looking to tackle complex and critical client challenges, Makpar can provide a dynamic, mission focused, and rewarding environment for your professional growth.   Our service offerings include Cybersecurity, Cloud Migration, IT Project Management, Agile Transformation, DevSecOps, Identity, Credential, and Access Management (ICAM), and Health IT. We are proud to be a Great Place to Work™ certified four years in a row. Recent awards include Fortune Top 100 Small Place to Work, Inc 5000, and Inc Best in Business. In 2019, we were awarded the SBA Subcontractor of the Year Award (Region 3) for our program management and Agile development work at the IRS.

The Position:

Makpar has an exciting opportunity for a PC Service Desk Technician to join our growing team. The ideal candidate must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Program Support Technician will also provide administrative and technical support for the Enterprise Service Desk.  Work is performed under supervision. This is a full-time, hourly position.

Role Specific Duties:

• Manage support requests that can come through a range of networks, such as email, chat, and telephone, as well as in-person support.
• Assist the Government with disposition of obsolete (or no longer needed) IT-related equipment in accordance with disposal protocol.
• Provide live telephone support, accept Users' requests for service, record the request, and attempt resolution or escalate the ticket to the appropriate personnel
• Create and update daily, weekly, monthly and other project reports, under the guidance of the program manager and continual service improvement manager, to send to the federal government as part of project documentation and deliverables management.
• Maintain an inventory of forms, and ensure all forms are properly completed, catalogued, and scanned/entered into ServiceNow as appropriate.
• Create and update ServiceNow tickets as part of the Enterprise Service Desk walk-in operations
• Provide configuration and troubleshooting assistance using supplied remote desktop management tools such as GoToAssist.
• Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contacts and Users using government-provided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restored
• Follow-up on resolved Incidents to check quality, get customer concurrence of incident closure, and to report customer satisfaction

Required Qualifications:

• At least one certification required: Microsoft Cert, HDI, CompTIA A+
• 1-2 years of Service Desk experience needed
• 2+ years’ experience in a customer support role, preferably IT Support related
• ITSM and ServiceNow proficiency or other help desk related programs
• Candidates should possess strong communication skills in order to work with both IT specialists and non-IT employees. They must demonstrate the competency in troubleshooting.
• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.