Tier 2 Service Desk Specialist
Tier 2 Service Desk Specialist
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Job Description
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
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 fulltime hourly position.
We are seeking a Tier 2 Service Desk Specialist for a contract position.
- Position: Tier 2 Service Desk Specialist
- Position Type: Full Timeonsite
- Location: Jacksonville FL
Job Description:
Role Specific Duties:
- Responds and diagnoses problems through discussion with users and handson assistance.
- Provides onsite 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 secondtier 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 Qualification:
- At least 2 years of experience in participating in a deskside support environment providing IT hardware and software support.
- 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 onsite 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 Institutes HDA CSR or other IT industry certification.
Knowledge Requirements:
- 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
- ZScaler experience is a plus!
Employee Benefits:
Makpar offers a comprehensive benefits program including various options in the plan e.g. Health Dental Vision 401k PTO and much more.
If you are interested in this position please send me a copy of your latest resume at bob.hafiz@iQuasar with the information requested below: Also please let me know what time/number is best to call to discuss this great opportunity. In case you are not interested in this position or this is not a right fit for you please feel free to share this opportunity with your friends/networks or anyone you know who may be interested in this position. Thank you!
Availability to start a new job
Best Rates
Contact #
Please dont hesitate to contact me with any question (s) you may have. All employment is decided on the basis of qualifications merit and business need.
Regards
Bob Hafiz Technical Recruiter
Representing Makpar
Phone: Ext.No.530
Direct:
Makpar Corporation
8a/HUBZone/WOSB/EDWOSB
www.makpar
ISO 9001: 2015
CMMIDEV ML3 and CMMISVC ML3
Winner of SBA 2019 Subcontractor of the Year Award Region
An Equal Opportunity Employer:
Makpar is proud to be an Equal Employment Opportunity Employer. We do not discriminate based on race religion color national origin political affiliation sex sexual orientation gender identity age marital/parental /veteran status disability genetic information membership in an employee organization retaliation military service other nonmerit factors or any other applicable characteristics protected by law.
Compensation: $24.00 $25.00 per hour
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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