Tier 2 Service Desk Specialist - DC

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 Tier 2 Service Desk Specialist to join our growing team. The ideal candidate must possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. The Service Desk Specialist is required to meet contract Service Level Agreements (SLAs) for incident Response, Update, Handoff, and Resolution times.  The Service Desk Specialist must follow published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), but may also be called to perform additional activities, developing methodology and presenting solutions to problems.  Must contribute to deliverables and performance metrics where applicable. This is a full-time, onsite position.

Role Specific Duties:

• Responds and diagnoses problems through discussion with users and hands-on assistance.
• Provides on-site support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to tickets assigned by Tier 1.
• Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
• Documents, tracks, and monitors tickets to ensure a timely resolution.
• Provides second-tier support to users’ applications or hardware issues.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Performs Moves, Adds and Changes (MAC)

Desired Qualifications:

• At least 2 years of experience in participating in a desk-side support environment.
• Possible travel up to 10%.  Selectee may be required to drive their personal vehicle to various nearby government locations (up to four hours away), to provide on-site support.  Travel will be reimbursed.
• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant. Preferred Certifications: - 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.

Knowledge Requirements Include:

• ServiceNow, or other IT help desk ticketing systems
• Microsoft Windows support in an enterprise environment
• Microsoft Office / Microsoft 365
• BeyondTrust (Previously known as Bomgar), or other remote desktop support tools.
• Microsoft Azure AD
• Microsoft InTune
• Microsoft Entra
• Microsoft Azure Virtual Desktop (AVD)
• NetIQ Directory Resource Administrator (DRA) or Active Directory
• Systems Center Configuration Manager (SCCM)
• Cisco AnyConnect
• Z-Scaler experience is a plus!