Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
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.
Position: Program Support Technician
Position Type: Full-time-onsite
Location: Washington, DC
Travel: 100%
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.
Key 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.
Required Qualifications Education & Experience
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
Experience with Microsoft System Center Configuration Manager (SCCM), Active Directory, and InTune Admin Center are a plus, but not required.
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.
Please don’t hesitate to contact me for any questions you may have. All employment is decided based on qualifications, merit, and business need.
Regards,
Bob Hafiz | Technical Recruiter Representing Makpar Phone: 703 962 6001 Ext.No.530 Direct:703-936-0013 Makpar Corporation 8a/WOSB/EDWOSB www.makpar.com ISO 9001:2015 ISO 20000-1:2018 ISO 27001:2013 CMMI-DEV ML3 and CMMI-SVC ML3 Winner of SBA 2019 Subcontractor of the Year Award, Region 3
Makpar is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.