IT Specialist II
WFA Digital Insight
The demand for skilled IT specialists continues to rise, with remote support roles becoming increasingly crucial in today's digital landscape. As companies navigate complex IT infrastructures, professionals with expertise in Excel, customer service, and problem-solving are in high demand. Makpar, a leading solutions provider for the Federal government, offers a unique opportunity for growth and development. With the Federal government's IT spending expected to reach over
Job Description
About the Role
Makpar is seeking an IT Specialist II to join its growing team, providing remote telephone and email-based IT operational support services to the organization. This role is critical in ensuring the smooth operation of IT systems and resolving technical issues efficiently. As an IT Specialist, you will be part of a connected and engaged workforce dedicated to delivering success for clients and the American people.The IT Specialist II will work closely with the technology team to provide top-notch support, leveraging their technical expertise and customer service skills to resolve incidents and requests. This is an Enterprise Operations Support role, requiring a high level of IT support knowledge, excellent communication skills, and a strong work ethic.
At Makpar, the company culture emphasizes collaboration, innovation, and customer satisfaction. As an IT Specialist, you will be an integral part of this culture, working to build strong relationships with clients and internal stakeholders.
What You Will Do
- Provide remote telephone and email-based IT operational support services to the organization
- Respond to and resolve IT incidents and service requests in a timely and professional manner
- Own, track, troubleshoot, and resolve IT incidents and service requests, ensuring service-related issues are identified and resolved within established Service Level Agreements (SLAs)
- Establish and maintain communication with technology customers to keep them updated on the status of their requests
- Proactively escalate any issues that cannot be resolved within established timeframes
- Collaborate with the technology team to identify and implement process improvements
- Develop and maintain technical documentation and knowledge bases to support IT operations
- Stay up-to-date with the latest technology trends and advancements, applying this knowledge to improve IT support services
- Participate in training and development programs to enhance technical skills and knowledge
- Contribute to the development of IT policies and procedures, ensuring they align with industry best practices and regulatory requirements
What We Are Looking For
- High school diploma or equivalent required, Bachelor's Degree preferred
- 2+ years of experience participating in an IT Service/Help Desk support environment
- Office 365 Support (TEAMs, OneDrive, Microsoft Outlook, etc.) experience
- CompTIA A+ Certification required within 90 business days of hire
- Public Trust Clearance: Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant to obtain clearance
- Critical thinking, problem-solving, active listening, and effective communication skills
- Ability to work independently and as part of a team
- Strong customer service skills, with experience in providing technical support to clients
- Familiarity with IT service management frameworks and best practices
Nice to Have
- Enterprise Ticketing Application (ITSM) experience, preferably BMC Remedy Service Management
- Active Directory experience
- VPN experience, preferably Global Protect
- Remote Support Software experience, preferably Bomgar
- Mobile device support experience (Android and iOS)
- Software installation experience
- Web browser support experience (Google, Edge, Chrome, and Mozilla)
- Printer support experience
- Network drive support experience
- Operating Systems experience (Windows 11)
Benefits and Perks
- Competitive compensation package
- Comprehensive benefits package, including health, dental, and vision insurance
- Flexible work schedules and remote work options
- Generous PTO and holiday package
- Professional development and training opportunities
- Access to the latest technology and tools
- Collaborative and dynamic work environment
- Recognition and reward programs for outstanding performance
- Opportunities for career growth and advancement
How to Stand Out
- Ensure your resume and cover letter are tailored to the IT Specialist role, highlighting relevant technical skills and customer service experience.
- Familiarize yourself with Makpar's signature consulting methodology, 'The Makpar Way,' to demonstrate your understanding of the company's approach to IT solutions.
- Prepare to discuss specific examples of times when you applied critical thinking and problem-solving skills to resolve complex technical issues.
- Be prepared to talk about your experience with IT service management frameworks and best practices, such as ITIL or CompTIA.
- Research the company culture and values, and be ready to explain how you align with them and can contribute to the team's success.
- Consider obtaining relevant certifications, such as Microsoft Office Specialist or ITIL v3 Foundations, to enhance your application and demonstrate your commitment to professional development.
- When negotiating salary, be sure to research the market rate for IT Specialists in your area and be prepared to discuss your expectations and requirements.
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