Makpar · 1 day ago
Tier 1 Service Desk Specialist
United States
Full-time
Remote
New Grad, Entry Level
$19/hr - $21/hr
0+ years expMakpar is a comprehensive professional and technical solutions provider for the Federal government, seeking a Tier 1 Service Desk Specialist to join their growing team. The role involves providing administrative and technical support for the Enterprise Service Desk, managing incidents, and assisting users with various technical issues.
AnalyticsInformation TechnologyIT InfrastructureProject ManagementSoftware
No H1B
U.S. Citizen Only
Responsibilities
Provide telephone and email-based support for all users via an IVR system and using the ServiceNow ITSM
Assist users with administrative configuration issues such as workstation troubleshooting, account configuration, basic hardware and application troubleshooting, email system usage, and other non-hands-on activities
Reset account passwords, security tokens, PINs, and other administrative account management support activities as needed
Manage incidents, Problems, and Service Requests. Use ServiceNow for creating and handling tickets for Incidents and Requests
Escalate tickets based on expertise and appropriate group membership- answer customer telephone calls
Ensure that all Incidents are promptly and accurately documented in ITSM. Track Incident from the first report to remediation
Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved
Update and ensure that all tickets are updated in a manner that meets the applicable SLAs
Monitor status of all open tickets and escalate as required and coordinate resolution with other internal and external teams, as appropriate
Qualification
Required
6 months - 1 year of experience using ServiceNow ticketing system
Proficiency using MS Office suite – namely Office365, MS Word, and MS Excel
MS Windows 10 systems e.g Dell and Microsoft laptop and tablet hardware knowledge
iPhone configuration and troubleshooting
Superb oral, written, and communication skills essential
Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant
Preferred
Associate degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field
A+ certification highly preferred, plus a ITILv3 and/or ITILv4 certificate
Benefits
Great benefits package
Excellent training and career development opportunities
Flexible work schedules
Generous compensation package
Company
Makpar
Makpar provides cutting-edge technology in product development, big data, and analytics.
51-200 employees
Funding
Current Stage
Growth StageRecent News
EIN Presswire
2025-01-16
Company data provided by crunchbase