Program Support Technician

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 Program Support Technician to join our growing team. The ideal candidate must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Program Support Technician will also provide administrative and technical support for the Enterprise Service Desk. Work is performed under supervision.

Role Specific Duties::
• Manage IT support requests primarily through in-person support, as well as via email, chat, and telephone.

• Provide live telephone support, accept Users' requests for service, record the request, and attempt resolution or escalate the ticket to the appropriate personnel.

• Assist with the disposal of obsolete (or no longer needed) IT-related equipment in accordance with government office disposal protocol.

• Maintain an inventory of forms, and ensure all forms are properly completed, catalogued, and scanned/entered into ServiceNow as appropriate.

• Create and update ServiceNow tickets as part of the Enterprise Service Desk walk-in operations.

• Provide configuration and troubleshooting assistance using supplied remote desktop management tools such as BeyondTrust (Previously known as Bomgar).

• Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate points of contact and users, and continue ongoing communications until the incident has been resolved and all services have been restored.

• Follow-up on resolved incidents to check quality, get customer concurrence of incident closure, and to report customer satisfaction.

Required Qualifications::
• At least one certification: Microsoft Cert, HDI, CompTIA A+

• 1+ year of IT Service Desk experience preferred

• 2+ years’ experience in a customer support role, preferably IT Support related

• ITSM and ServiceNow proficiency or other help desk related programs

• Experience with Microsoft System Center Configuration Manager (SCCM), Active Directory, and InTune Admin Center are a plus, but not required.

• Candidates should possess strong communication skills in order to work with both IT specialists and non-IT employees. They must demonstrate the competency in troubleshooting.

• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

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.