Tier I Help Desk Support Technician

Makpar • Washington, MN

76d

About The Position

Makpar has an exciting opportunity for a Tier I Help Desk Support Technician to join our growing team. The Tier I Help Desk Support Technician will provide support for an Agency (Police 'Department') of approximately 3,200 users. The Tier I Help Desk Support Technician implements, maintains, tests and administers standardized desktops, laptops and tablet hardware, software and network configurations and troubleshoots the Agency's distributed desktop equipment.

Requirements

• Associate's degree in computer science, information technology, or a related field
• Experience (4+ years) in enterprise systems support
• Must possess an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), or equivalent
• Possess a minimum of 1 year of experience administering Windows 10/Windows 11
• Must have experience working in, and knowledge of customer service and customer support principles and methods
• Must be able to present formal and informal training and assistance to customers
• Must be able to report, respond to, and resolve customer requests
• Must have experience working with Microsoft Windows (Windows 10 and Windows 11) and Microsoft Office 365 (M365) Email, Teams and OneDrive, and general Exchange/Outlook support
• Must have experience in troubleshooting basic computer (desktop, laptop, tablet) issues and triaging as needed to resolve requests for service in a timely manner
• Must be able to work in a fast-paced environment providing continuous support to users and critical operations monitoring and escalation
• Must be able to effectively communicate both verbally and in writing to customers, peers, technical staff and Government
• Strong problem-solving, analytical, and communication skills
• Candidates must be a U.S. citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant

Responsibilities

• Provide Tier I support for requests for service through email, phone, ServiceNow ticketing system, or in-person interaction with Agency customers
• Document all requests for service using the existing Help Desk ticketing system (ServiceNow)
• Communicate information in an effective manner with clear understanding so customer issues are successfully resolved
• Provide OIS Operations management with regular updates via email on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
• Triage and escalate IT issues to Tier II, Tier III and OIS management appropriately
• Participate in an on-call rotation to provide support outside of standard business hours
• The Tier I Help Desk Support Technician is required to be onsite at the Fairchild Building in downtown Washington, DC three (3) days per week

Benefits

• Great benefits package
• Excellent training and career development opportunities
• Flexible work schedules
• Generous compensation package
• 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: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree
• Number of Employees: 11-50 employees