Service Desk Specialist

Job not on LinkedIn

🕒 September 18

🇺🇸 United States – Remote

💵 $19 - $21 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 9%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Makpar Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Makpar Corporation is an experienced solutions-oriented contractor focused on modernizing IT infrastructure for the Federal government. They specialize in identity, credential, and access management, cybersecurity, IT project management, agile transformation, DevSecOps, cloud migration, and health IT among other services. Makpar is committed to delivering innovative solutions through their in-house research and development lab, frequently collaborating with federal agencies to tackle strategic issues. Their comprehensive approach includes leveraging technologies such as AWS, AI/ML, SAFe Agile, and CI/CD automation.

📋 Description

• Manage incidents, problems, and service requests using government-standard ServiceNow or Remedy implementations • Receive and create tickets through phone, email, self-service portal, live chat, and on-site support contacts • Categorize incidents by impact and priority and restore degraded or disrupted services • Provide live telephone support during normal working hours, attempt resolution, and escalate unresolved issues • Monitor email requests and create tickets according to applicable SLAs • Establish tracking and manage resolution of critical events while meeting or exceeding SLAs • Update tickets and ensure ticket status meets applicable SLAs • Obtain user concurrence before resolving and closing tickets; follow up to verify service restoration • Own incident, problem, and service request resolution, including tracking external support teams and escalations • Review incident data to identify trends, create problem tickets, and link related incidents • Receive and fulfill service requests from users and technicians via telephone, voicemail, email, and walk-ins • Notify users about planned maintenance windows and outages via email • Provide remote desktop configuration and troubleshooting assistance using tools such as BeyondTrust (Bomgar) • Assist users with configuration, troubleshooting, and how-to questions for approved applications • Support assistive technology tools such as Windows Ease of Use and JAWS • Support WebEx, Zoom, and Teams, including meeting scheduling, usage management, and user assistance

🎯 Requirements

• High School Diploma or GED (required) • Basic working knowledge of Microsoft 365 applications: Outlook, Word, Excel, Teams, OneDrive • Windows 10/11 operating systems • Active Directory user administration: Password resets, account unlocks, basic user account updates • Knowledge of common desktop hardware: laptops, desktops, printers, monitors, mobile devices • Network fundamentals: VPN connectivity, Wi-Fi troubleshooting, basic TCP/IP concepts • ServiceNow or equivalent ITSM ticketing system • Strong verbal and written communication skills • Ability to communicate technical information to non-technical users • Ability to handle high call volumes professionally • Experience documenting incidents and requests accurately • Strong organizational and multitasking abilities • Ability to work in a metric-driven environment • Must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant • Highly preferred certifications: CompTIA A+, HDI Support Center Analyst (HDI-SCA), ITIL 4 Foundation, or Microsoft 365 Fundamentals (MS-900)

🏖️ Benefits

• Great benefits package • Excellent training and career development opportunities • Flexible work schedules • Generous compensation package • Environments where employees are encouraged to be themselves, collaborate, and be inquisitive • Equal Opportunity Employer