Junior Help Desk Support Agent

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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

• Provide Tier 1 front-line support to end users through phone, email, ticketing systems, and other approved support channels • Perform account verification, password resets, account unlocks, and credential delivery according to security procedures • Process and support soft and hard token requests, activation, replacement, and authentication-related issues • Receive, document, triage, prioritize, and route incidents, service requests, and inquiries to appropriate support teams • Administer user accounts in AIMS, PAS, and other authorized systems, including creation, modification, disabling, deletion, and access management • Deliver bilingual English and Spanish customer support during all Help Desk operating hours • Conduct basic technical troubleshooting and technical analysis, escalating complex issues to Tier 2/3 support teams as needed • Maintain compliance with SLAs, document support activities, and support operational, technical, and program requirements under supervisory guidance • Support programs, projects, and operational activities through analytical and technical tasks • Work with engineers, system administrators, technicians, and management personnel as required

🎯 Requirements

• Associate degree in Information Technology, Computer Science, Business Administration, or a related field; or equivalent combination of education and experience • Minimum of two years of Help Desk, Service Desk, Customer Support, or Technical Support experience • Experience providing end-user support via phone, email, ticketing systems, and other customer service channels • Experience performing account administration, including password resets, account unlocks, user verification, and access management • Basic knowledge of troubleshooting methodologies, incident management, and ticket routing procedures • Strong customer service, communication, and problem-solving skills • Ability to manage multiple tasks and prioritize workload in a fast-paced environment • Ability to document incidents, service requests, and resolutions accurately and professionally • Ability to work effectively under supervision and follow established processes, policies, and SLAs • Preferred experience with AIMS, PAS, or similar identity and access management systems • Preferred experience processing MFA, soft token, and hard token requests • Preferred bilingual proficiency in English and Spanish • Preferred experience supporting government, enterprise, or large-scale technical environments • Familiarity with ITSM tools and ticketing platforms • Knowledge of account lifecycle management, access controls, and information security best practices • CompTIA A+, HDI SCA, or other customer/technical support certifications are preferred

🏖️ 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