Service Center Analyst

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🕒 April 14

⛰️ Colorado, Washington – Remote

⛰️ Colorado – Remote ☕ Washington – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

🚫👨‍🎓 No degree required

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Makpar Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

🏛️ Government

Cybersecurity • Government • IT

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

• Providing remote customer support for Federal Government systems and applications. • 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.

🎯 Requirements

• High school diploma or equivalent required; Bachelor's degree preferred. • Must reside within an hour’s 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 minimum of 3 years to obtain. **

🏖️ 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.