一级服务台专员
Tier 1 Service Desk Specialist
我们是谁：
Makpar 是联邦政府的全面专业和技术解决方案提供商。我们结合云工程、数据管理、网络安全和新兴技术方面的功能和技术专长，以实现任务成功。我们通过与客户合作来了解他们的 WHAT、WHY 和 HOW，为政府客户提供合适的 IT 解决方案。通过我们称之为“Makpar 方法”的标志性咨询方法，我们帮助机构应对联邦技术环境的持续变化。由于我们联系紧密且积极参与的员工致力于为客户和美国人民的成功而努力，我们在其他公司失败的地方取得成功。
我们的使命：我们为联邦政府解决复杂问题，以加快公民服务的获取。
在卓越方面，我们始终如一地交付。了解更多关于我们的雇主品牌的信息。
职位：
Makpar 正在寻找一位一级服务台专家加入我们不断壮大的团队。一级服务台专家必须应用基本概念、流程、实践和程序来处理技术任务。需要具备实际经验和培训。一级服务台专家还将为企业服务台提供行政和技术支持。工作在监督下进行。这是一份全职、按小时计酬的职位。
主要职责：
管理事件、问题和服务请求。使用政府标准的 ServiceNow 或 Remedy 实现来处理工单。
岗位特定职责：
- 工单创建与处理：接收来自单一电话号码（由政府提供）、电子邮件、自助门户、实时聊天或联系现场支持人员的呼叫。未来可能包括短信。
- 支持-事件管理：根据影响和优先级对事件进行分类，以跟踪所有事件的进展，并尽快恢复降级或中断的服务。
- 初步电话处理：在正常工作时间内提供实时电话支持。接受用户的服务请求，记录请求并尝试解决。如果处理请求的代理无法解决问题，将工单升级至相关人员。
- 初步电子邮件处理：定期检查通过电子邮件收到的请求，并根据相应的 SLA 创建工单。
- 关键事件处理
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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 .
The Position:
Makpar has an exciting opportunity for a Tier 1 Service Desk Specialist to join our growing team. The Tier I Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Tier I Service Desk Specialist will also provide administrative and technical support for the Enterprise Service Desk. Work is performed under the supervision. This is a full-time, hourly position.
Essential Functions:
Manage incidents, Problems, and Service Requests. Use government-standard implementation
of ServiceNow or Remedy for handling tickets.
Role Specific Duties:
- Ticket Creation and Handling: Receive calls made to a single phone number (provided by the
- government), via email, self-service portal, live chat, or contacting on-site support personnel.
- Future possibilities may include texting.
- Support-Incident Management: Provide impact- and priority- based Incident categorization in
- order to track progress of all incidents and restore degraded or disrupted services as quickly as possible.
- Initial Telephone Call Handling: Provide live telephone support during Normal Working Hours.
- Accept Users' requests for service, record the request, and attempt resolution. If the agent
- handling the request cannot resolve the issue, escalate the ticket to the appropriate personnel.
- Initial Email Handling: Check for requests coming through email on a regular basis and create
- tickets based on these requests as required by the appropriate SLAs.
- Critical Events Handling:
- Establish means to accept these events and to track them via ITSM tickets
- Manage resolution process in a manner that meets and/or exceeds applicable SLA
- Make information about these critical events available to all SD agents for real-time
- reference.
- Ticket Updates: Update or ensure that all tickets are updated in a manner that meets the
- applicable SLAs.
- Ticket Closure: No ticket can be closed without concurrence from the User that the ticket has,
- in fact, been fully resolved and that the service has been restored. When an issue is resolved,
- change the status of the ticket to "Resolved." Follow up periodically to verify the service meets
- client expectations; close when completed.
- Incident Handling and Management: Assume responsibility for resolving Incidents in a
- manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance
- if other support teams are not being responsive to requests for assistance. Maintain the status of all open tickets in a manner that meets the SLAs and OLAs.
- Problem Handling and Management: Continuously review Incident data as well as other
- sources of information to identity trends that may lead to discovery of a common cause of
- incoming incidents. When such a cause is determined, create a Problem ticket and link all
- related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident
- tickets.
- Request Fulfillment (Service Request) Management: Receive requests from a variety of
- sources including user or technician telephone call and voicemail, user or technician e-mail,
- and User or technician walk-in.
- Ticket Ownership: Assume responsibility for Incident, Problem and Service Request resolution
- regardless of the party actually performing the work, i.e., if the work is performed by an external organization, track the resolution and escalations, as required by the SLAs.
- User Notification: Notify Users about planned maintenance windows and outages via e-mails.
- Remote Desktop Management: Provide configuration and troubleshooting assistance using
- supplied remote desktop management tools such as BeyondTrust (Bomgar).
- Application Support: Assist users with configuration, troubleshooting and answering "how-to"
- questions related to usage of standard and other approved applications.
- Assistive Technology User Support: Assist Users using assistive technology tools, such as
- Windows Ease of Use and Jaws.
- On-Line Collaboration Tool Support: Support use and management of provided On-line
- collaboration solutions such as WebEx, Zoom, and Teams by assuming responsibility for
- scheduling meetings, managing usage, and providing User support. Provide limited how-to and scheduling assistance.
Required Qualifications:
- Education: 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
- 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
- Customer Service Skills:
- 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
- Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.
Highly Preferred Certifications:
- One of the following:
- CompTIA A+
- HDI Support Center Analyst (HDI-SCA)
- ITIL 4 Foundation
- Microsoft 365 Fundamentals (MS-900)
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.
Originally posted on Himalayas