[Remote] Tier 1 Service Desk Specialist

Note: The job is a remote job and is open to candidates in USA. Makpar is a comprehensive professional and technical solutions provider for the Federal government, seeking a Tier 1 Service Desk Specialist to join their growing team. The role involves providing administrative and technical support for the Enterprise Service Desk, managing incidents, and assisting users with various technical issues.

Responsibilities

• Provide telephone and email-based support for all users via an IVR system and using the ServiceNow ITSM
• Assist users with administrative configuration issues such as workstation troubleshooting, account configuration, basic hardware and application troubleshooting, email system usage, and other non-hands-on activities
• Reset account passwords, security tokens, PINs, and other administrative account management support activities as needed
• Manage incidents, Problems, and Service Requests. Use ServiceNow for creating and handling tickets for Incidents and Requests
• Escalate tickets based on expertise and appropriate group membership- answer customer telephone calls
• Ensure that all Incidents are promptly and accurately documented in ITSM. Track Incident from the first report to remediation
• Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved
• Update and ensure that all tickets are updated in a manner that meets the applicable SLAs
• Monitor status of all open tickets and escalate as required and coordinate resolution with other internal and external teams, as appropriate

Skills

• 6 months - 1 year of experience using ServiceNow ticketing system
• Proficiency using MS Office suite – namely Office365, MS Word, and MS Excel
• MS Windows 10 systems e.g Dell and Microsoft laptop and tablet hardware knowledge
• IPhone configuration and troubleshooting
• Superb oral, written, and communication skills essential
• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant
• Associate degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field
• A+ certification highly preferred, plus a ITILv3 and/or ITILv4 certificate

Benefits

• Great benefits package
• Excellent training and career development opportunities
• Flexible work schedules
• Generous compensation package

Company Overview