Tier I Help Desk Support Technician

Tier I Help Desk Support Technician

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.

Role Specific Duties/ Role Responsibilities:

• Provide Tier I support for requests for service through email, phone, ServiceNow ticketing system, or in-person interaction with Agency customers
• Document all requests for service using the existing Help Desk ticketing system (ServiceNow)
• Communicate information in an effective manner with clear understanding so customer issues are successfully resolved
• Provide OIS Operations management with regular updates via email on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
• Triage and escalate IT issues to Tier II, Tier III and OIS management appropriately.
• Participate in an on-call rotation to provide support outside of standard business hours.
• The Tier I Help Desk Support Technician is required to be onsite at the Fairchild Building in downtown Washington, DC three (3) days per week.

Required Qualifications:

• Associate's degree in computer science, information technology, or a related field.
• Experience (4+ years) in enterprise systems support.
• Must possess an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), or equivalent
• Possess a minimum of 1 year of experience administering Windows 10/Windows 11
• Must have experience working in, and knowledge of customer service and customer support principles and methods
• Must be able to present formal and informal training and assistance to customers
• Must be able to report, respond to, and resolve customer requests
• Must have experience working with Microsoft Windows (Windows 10 and Windows 11) and Microsoft Office 365 (M365) Email, Teams and OneDrive, and general Exchange/Outlook support
• Must have experience in troubleshooting basic computer (desktop, laptop, tablet) issues and triaging as needed to resolve requests for service in a timely manner
• Must be able to work in a fast-paced environment providing continuous support to users and critical operations monitoring and escalation
• Must be able to effectively communicate both verbally and in writing to customers, peers, technical staff and Government.
• Strong problem-solving, analytical, and communication skills
• Candidates must be a U.S. citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

At Makpar Corporation we understand that we all need to balance work and life – that is why we have a great benefits package, excellent training and career development opportunities, flexible work schedules along with a generous compensation package. At Makpar, we believe in keeping our employees happy, healthy and engaged. We pride ourselves in providing outstanding benefits, creating environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to achieve goals.

Start your career today and be a part of something meaningful! Makpar is an Equal Opportunity Employer.