Job description
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 makpar.com/careers.
The Position:
Makpar has an exciting opportunity for a Computer Support Technician (CST) to join our growing team. This role is largely responsible for providing operational support services to the organization. We are looking to fill client needs with a highly competent and highly motivated individual in this role.
This is an Enterprise Operations Support role, as such it will require commitment on your part as well as ours.
This IT Operations support role requires a service-oriented mentality, a high sense of ownership of the incidents, problems, and requests, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with the status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.
Role Specific Duties:
- All aspects of both Remote and Deskside computer support
- Owning, tracking and resolving Information Technology (IT) incidents and requests
- Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
- Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems
- On Call Support
Required Qualifications:
- High school diploma or equivalent required; Bachelor’s degree preferred.
- Two (2)+ years’ experience in an enterprise call center, help desk, service desk, and/or desktop support operations
- Experience configuring, installing, troubleshooting, and maintaining MS Windows/Apple operating systems in a large network environment
- Problem Management and Critical Thinking skills (Resource Allocation and Application)
- Acclimate/Accommodate within changing IT Environments
- Active listening skills and effective communication skills
- This role requires a clearance. Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for a minumum of 3 years to obtain.
Certifications:
- HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) – required within 90 days of hire
- CompTIA A+ Certification – required within 90 days of hire
- Microsoft Certification preferred (e.g. MCTA, MCSA, MSCE, MCSM, etc.)
- Apple Support Certification preferred
Required Technical Knowledge / Skills:
- Incident Management
- Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.)
- Enterprise ticketing application experience – Technical Ticket System experience preferred.
- Installation and maintenance of Windows OS
- Device Enrollment Intune/Azure
- Installation and maintenance of Apple devices
- Installation and maintenance of mobile devices
- Installation/updating of desktop software
- Remote desktop connections
- General Networking knowledge
- Network and local Printer Support
- Backup and recovery (OneDrive/SharePoint)
- Preferred Computer Imaging knowledge
- Desktop performance monitoring and optimization
- Antivirus support a plus
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.
