Service Center Analyst
Service Center Analyst
Posted on :
27-09-2025
Employer Active
1 Vacancy
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Job Description
Benefits:
- 401(k)
- Dental insurance
- Paid time off
- Vision insurance
Makpar has an exciting opportunity for a Service Center Analyst to join our growing team. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and fax. We are looking for a highly competent customer service-oriented and motivated individual to fill this role. The ideal candidate must reside within an hours commute of Washington D.C.
We are seeking a Service Center Analyst for a permanent position.
Position: Service Center Analyst
Position Type: Full-Time Time-Remote
Location: Washington D.C or Denver CO
Role Specific Duties/ Role Responsibilities
- Handling incoming phone requests from customers
- Handling incoming electronic requests (Chat Email and Fax) from customers
- Creating tracking and resolving Human Resources (HR) application incidents and service requests.
- Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)
- Researching customer requests to ensure accurate information and resolutions are provided
- Escalating customer requests that cannot be handled at the Service Center to the appropriate support team
- Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation
- Creating updating and retiring service center knowledge documentation
- Attend and participate in team meetings to surface and discuss process improvements and service offering changes
Required Qualifications:
- High school diploma or equivalent required; Bachelors degree preferred.
- Must reside within an hours commute of Washington D.C or Denver CO.
- Minimum of 2 years in customer service; experience in a service desk or call center environment preferred.
- HDI Analyst Certification (e.g. CSA SCA DST) required within 90 business days of hire.
- Strong critical thinking abilities.
- Excellent active listening and communication skills.
- Experience with ticketing applications (Jira ServiceNow or other customer service tracking systems).
- Familiarity with BMC Remedy Service Management preferred.
- Experience providing technical support for any Human Resource based IT applications preferred.
- This role requires a clearance. Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for a minumum of 3 years to obtain.
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 @with the information requested below: Also please let me know what time/number is best to call to discuss this great 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: .530
Direct:
Makpar Corporation
8a/HUBZone/WOSB/EDWOSB
ISO 9001: 2015
CMMI-DEV ML3 and CMMI-SVC 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 non-merit factors or any other applicable characteristics protected by law.
This is a remote position.
Compensation: $20.00 - $21.00 per hour
Required Experience:
IC
Employment Type
Full-Time
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