Tier 2 Service Desk Specialist

Job Description

Makpar has an exciting opportunity for a Tier 2 Service Desk Specialist to join our growing team. The ideal candidate must possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. The Service Desk Specialist is required to meet contract Service Level Agreements (SLAs) for incident Response, Update, Handoff, and Resolution times. The Service Desk Specialist must follow published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), but may also be called to perform additional activities, developing methodology and presenting solutions to problems. Must contribute to deliverables and performance metrics where applicable. This is a full-time, hourly position.

We are seeking a Tier 2 Service Desk Specialist for a contract position.

Position: Tier 2 Service Desk Specialist

Position Type: Full Time-onsite

Location: Jacksonville, FLJob Description:

Role Specific Duties:

Responds and diagnoses problems through discussion with users and hands-on assistance.

Provides on-site support to end users on a variety of issues.

Identifies, researches, and resolves technical problems.

Responds to tickets assigned by Tier 1.

Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.

Documents, tracks, and monitors tickets to ensure a timely resolution.

Provides second-tier support to users applications or hardware issues.

Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

Simulates or recreates user problems to resolve operating difficulties.

Recommends systems modifications to reduce user problems.

Performs Moves, Adds and Changes (MAC)Desired Qualification:

At least 2 years of experience in participating in a desk-side support environment providing IT hardware and software support.

Possible travel up to 10%. Selectee may be required to drive their personal vehicle to various nearby government locations (up to four hours away), to provide on-site support. Travel will be reimbursed.

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

Preferred Certifications:

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.Knowledge Requirements:

ServiceNow, or other IT help desk ticketing systems

Microsoft Windows support in an enterprise environment

Microsoft Office / Microsoft 365

BeyondTrust (Previously known as Bomgar), or other remote desktop support tools.

Microsoft Azure AD

Microsoft InTune

Microsoft Entra

Microsoft Azure Virtual Desktop (AVD)

NetIQ Directory Resource Administrator (DRA) or Active Directory

Systems Center Configuration Manager (SCCM)

Cisco AnyConnect

Z-Scaler experience is a plus!Employee Benefits:

Makpar offers a comprehensive benefits program including various options in the plan e.g. Health, Dental, Vision, 401k, PTO, and much more.

If you are interested in this position, please send me a copy of your latest resume at with the information requested below: Also, please let me know what time/number is best to call to discuss this great opportunity. In case you are not interested in this position or this is not a right fit for you, please feel free to share this opportunity with your friends/networks or anyone you know who may be interested in this position. Thank you!

Availability to start a new job

Best Rates

Contact #

Please dont hesitate to contact me with any question (s) you may have. All employment is decided on the basis of qualifications, merit, and business need.

Regards,

Bob Hafiz Technical Recruiter

Representing Makpar

Phone: Ext.No.530

Direct:

Makpar Corporation

8a/HUBZone/WOSB/EDWOSB

ISO 9001: 2015

CMMI-DEV ML3 and CMMI-SVC ML3

Winner of SBA 2019 Subcontractor of the Year Award, Region

An Equal Opportunity Employer:

Makpar is proud to be an Equal Employment Opportunity Employer. We do not discriminate based on race, religion, color, national origin, political affiliation, sex, sexual orientation, gender identity, age, marital/parental /veteran status, disability, genetic information, membership in an employee organization, retaliation, military service, other non-merit factors, or any other applicable characteristics protected by law.

Full-time