Tier 1 Service Desk Specialist

Makpar is a full-time, hourly professional and technical solutions provider for the Federal government. The Tier 1 Service Desk Specialist will apply fundamental IT concepts, processes, and procedures, providing technical support and assisting users. The role involves administrative tasks, issue management, and escalating tickets. It's a supportive position within a collaborative team focused on citizen services.

Requirements

• Provide telephone and email-based support for all users via an IVR system and using the ServiceNow ITSM.
• Assist users with administrative configuration issues.
• Reset account passwords, security tokens, and other administrative account management support activities.
• Manage incidents, Problems, and Service Requests.
• Monitor status of open tickets and escalate as required.
• Update and ensure that all tickets are updated.
• Use remote control tools to assist and resolve customer Incidents.
• Maintain SLAs.

Benefits

• Excellent training and career development opportunities
• Flexible work schedules
• Generous compensation package