Program Support Technician

IQUASAR LLC

9d•Onsite

About The Position

Makpar has an exciting opportunity for a Program Support Technician to join our growing team. 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 are seeking a Program Support Technician for a contract position. 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.

Requirements

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
Candidates should possess strong communication skills 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.

Nice To Haves

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

Responsibilities

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.