IT Specialist II

Makpar • Washington, DC

1d • Remote

About The Position

Makpar has an exciting opportunity for an IT Specialist to join our growing team. This role is largely responsible for providing remote telephone and email-based IT operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This position requires a high level of IT support knowledge, customer service experience, good communications skills and work ethic. This is an Enterprise Operations Support role, as such it will require commitment on your part as well as ours.

Requirements

• High school diploma or equivalent required. Bachelor’s Degree preferred.
• 2+ year of experience participating in an IT Service/Help Desk support environment.
• Office 365 Support (TEAMs, OneDrive, Microsoft Outlook, etc.)
• CompTIA A+ Certification required within 90 business days of hire.
• Public Trust Clearance: Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant in order to obtain clearance.
• Critical Thinking Skills
• Problem Solving Skills
• Active Listening and Effective Communication skills

Nice To Haves

• Enterprise Ticketing Application (ITSM) Experience – BMC Remedy Service Management experience preferred.
• Active Directory Experience
• VPN Experience (Global Protect.)
• Remote Support Software (Bomgar)
• Mobile Devices (Android and iOS)
• Software Installation Experience
• Web Browsers (Google, Edge, Chrome, and Mozilla)
• Printer Support Experience
• Network Drive Support Experience
• Operating Systems (Windows 11)
• Microsoft Office Specialist certification for Office 2007 or later.
• One of the following - ITIL v3 Foundations, Help Desk Institute's HDA, CSR, or other IT industry certification.

Responsibilities

• Remote telephone-based Call Center / Help Desk / Service Desk support services
• Owning, tracking, troubleshooting and resolving IT incidents and service requests
• Fulfilling requests and resolving incidents daily to ensure service-related issues are identified and resolved within established Service Level Agreements (SLAs)
• Ownership of the incidents, problems, and requests, focus on managing and resolving issues in alignment with the SLAs
• Establishing and maintaining communication with technology customers to keep them updated with status of their requests
• Proactively escalating any issues that cannot be resolved within the established timeframes

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees