Program Support Technician - Washington, United States - Makpar Corporation

Description

Who we are:

Makpar is a team of innovators and consultants deploying cutting edge technologies for the federal government.

We help our clients achieve their business and operational goals by solving complex problems through experience and intellect and build sustainable solutions that last.

If you are driven and looking to tackle complex and critical client challenges, Makpar can provide a dynamic, mission focused, and rewarding environment for your professional growth.

• Our service offerings include Cybersecurity, Cloud Migration, IT Project Management, Agile Transformation, DevSecOps, Identity, Credential, and Access Management (ICAM), and Health IT. We are proud to be a Great Place to Work certified four years in a row. Recent awards include Fortune Top 100 Small Place to Work, Inc 5000, and Inc Best in Business. In 2019, we were awarded the SBA Subcontractor of the Year Award (Region 3) for our program management and Agile development work at the IRS.

The Position:


Role Specific Duties:

• Assist the Government with disposition of obsolete (or no longer needed) ITrelated equipment in accordance with disposal protocol.
• Provide live telephone support, accept Users' requests for service, record the request, and attempt resolution or escalate the ticket to the appropriate personnel
• Create and update daily, weekly, monthly and other project reports, under the guidance of the program manager and continual service improvement manager, to send to the federal government as part of project documentation and deliverables management.
• 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 walkin operations
• Provide configuration and troubleshooting assistance using supplied remote desktop management tools such as GoToAssist.
• Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contacts and Users using governmentprovided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restored
• Followup on resolved Incidents to check quality, get customer concurrence of incident closure, and to report customer satisfaction

Required Qualifications:

• At least one certification required: Microsoft Cert, HDI, CompTIA A+
• 12 years of Service Desk experience needed
• 2+ years' experience in a customer support role, preferably IT Support related
• ITSM and ServiceNow proficiency or other help desk related programs

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.

Start your career today and be a part of something meaningful

Makpar is an Equal Opportunity / Affirmative Action employer.