Tier 2 Service Desk Specialist - Kansas City, MO
Tier 2 Service Desk Specialist - Kansas City, MO
Posted on :
14-05-2025
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1 Vacancy
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Job Description
Who we are:
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.
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)
Required Qualifications:
- Required: (or can obtain within 60 days of hire) Microsoft Office Specialist certification for Office 2007or later.
- Required: One of the following. ITIL v3 FoundationsHelp Desk Institutes HDA CSR or other IT industry certification.
- At least 2 years of current experience in participating in a deskside support environment.
- Knowledge Requirements Include:
- Microsoft network or enterprise support
- Active Directory
- Microsoft Office 2010
- Office 2013
- Office 365
- Blackberry
- MaaS360
- NetIQ Directory Resource Administrator (DRA)
- Systems Center Configuration Manager (SCCM)
- Cisco AnyConnect
- Citrix XenDesktop
- Junos Pulse
- NetScreen VPN
- BMC Remedy 7.5 or 8.1 employing Incident Management (IM)Knowledge Repository (KR) Service Request (SR)Problem Management (PM) and Service Level (SL) modules.
- Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.
$23 $25 an hour
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
Department / Functional Area
Key Skills
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