Tier III Help Desk Support (System Administrator)
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Job Location:
Washington D.C., MD - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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.
When it comes to excellence we deliver. Learn more about our employer brand at Position:
Makpar has an exciting opportunity for a Tier III Help Desk Support (System Administrator) to join our growing team. The Tier I Help Desk Support technician will provide support for an Agency (Police Department) of approximately 3200 users. The Tier I Help Desk Support technician provides engineering and administrative support for the assigned areas such as Active Directory ADFS Windows Server OS and Hardware SCCM SCOM Microsoft Office 365 Azure etc. Tier III support focuses on advanced technical support including resolving complex issues escalating from lower tiers developing and automating desktop solutions and mentoring junior staff.
Role Specific Duties/ Role Responsibilities:
- Provide advanced technical support:
- Serve as the highest level of support for complex desktop hardware software and networking issues escalated from Tier I and II.
- Desktop and infrastructure management:
- Install configure and maintain desktop hardware and software create and manage workstation images and deploy patches and updates.
- Automate processes:
- Develop and maintain scripts (e.g. PowerShell) to automate routine tasks device configuration and deployments.
- Provide guidance and mentorship to Tier I and II support personnel and help share technical knowledge across the team.
- Participate in IT projects test new technologies and assist with change management efforts to improve the user experience.
- Analyze trends in support tickets to identify and implement preventive solutions.
- Create and maintain documentation for configurations troubleshooting procedures and support processes.
- Work with other IT teams (e.g. security network services) to resolve problems manage security vulnerabilities and improve IT operations.
- Participate in an on-call rotation to provide support outside of standard business hours.
- The Tier III Help Desk Support is required to be onsite at the Fairchild Building in downtown Washington DC three (3) days per week.
Required Qualifications:
- Bachelors degree in computer science information technology or a related field.
- Experience (6 years) in enterprise systems support.
- Must possess an industry specific certification such as CompTIA A certification Microsoft Certified Solutions Expert (MCSE) or equivalent
- 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.
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Unclear Seniority
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Makpar is an award winning cybersecurity consultant specializing in IT modernization for the Federal government. We solve difficult problems with resolve.
