Tier 2 Service Desk Specialist - OH
Tier 2 Service Desk Specialist - OH
Posted on :
05-04-2025
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1 Vacancy
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Job Description
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 Specialistmust followpublished Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs) but may also be called to perform additional activitiesdeveloping methodology and presenting solutions to problems. Must contribute to deliverables and performance metrics where applicable. This is a fulltime hourly position.
*This position is FullyOnSite in Cleveland OH 44199*
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 Qualifications:
- 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 theirpersonal vehicleto 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 2007or later.
- One of the following ITIL v3 FoundationsHelp 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!
Benefits:
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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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