Tier 1 Service Desk Specialist

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 .
The Position:

Makpar has an exciting opportunity for a Tier 1 Service Desk Specialist to join our growing team. The Tier I Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Tier I Service Desk Specialist will also provide administrative and technical support for the Enterprise Service Desk. Work is performed under the supervision. This is a full-time, hourly position.

Essential Functions:
Manage incidents, Problems, and Service Requests. Use government-standard implementation
of ServiceNow or Remedy for handling tickets.
Role Specific Duties:

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Ticket Creation and Handling: Receive calls made to a single phone number (provided by the
government), via email, self-service portal, live chat, or contacting on-site support personnel.
Future possibilities may include texting.

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Support-Incident Management: Provide impact- and priority- based Incident categorization in
order to track progress of all incidents and restore degraded or disrupted services as quickly as possible.

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Initial Telephone Call Handling: Provide live telephone support during Normal Working Hours.
Accept Users' requests for service, record the request, and attempt resolution. If the agent
handling the request cannot resolve the issue, escalate the ticket to the appropriate personnel.

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Initial Email Handling: Check for requests coming through email on a regular basis and create
tickets based on these requests as required by the appropriate SLAs.

- Critical Events Handling:

- Establish means to accept these events and to track them via ITSM tickets

- Manage resolution process in a manner that meets and/or exceeds applicable SLA

- Make information about these critical events available to all SD agents for real-time
reference.

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Ticket Updates: Update or ensure that all tickets are updated in a manner that meets the
applicable SLAs.

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Ticket Closure: No ticket can be closed without concurrence from the User that the ticket has,
in fact, been fully resolved and that the service has been restored. When an issue is resolved,
change the status of the ticket to "Resolved." Follow up periodically to verify the service meets
client expectations; close when completed.

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Incident Handling and Management: Assume responsibility for resolving Incidents in a
manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance
if other support teams are not being responsive to requests for assistance. Maintain the status of all open tickets in a manner that meets the SLAs and OLAs.

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Problem Handling and Management: Continuously review Incident data as well as other
sources of information to identity trends that may lead to discovery of a common cause of
incoming incidents. When such a cause is determined, create a Problem ticket and link all
related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident
tickets.

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Request Fulfillment (Service Request) Mana