Tier 1 Service Desk Specialist

Makpar; United States; Remote; USD 25,000 - 39,000; Full time

Job summary

Makpar seeks a first-line technical support specialist for an enterprise service desk serving government users. You will diagnose common workplace technology issues via phone, email, portal, chat, and walk-in support, and own incidents from start to resolution or escalation.

The role focuses on incident, problem, and service-request management, with Microsoft 365 and Windows 10/11 expertise, and collaboration tools experience.

Qualifications

• High school diploma or GED.
• Experience with ITSM/ticketing systems (e.g., ServiceNow).
• Strong written and verbal communication and documentation.

Responsibilities

• Receive support requests through approved channels, create accurate ITSM tickets, categorize impact and priority, and maintain updates against SLAs.
• Provide live assistance during normal working hours, aim for first-contact resolution, and escalate unresolved issues to the appropriate team while tracking progress.
• Manage incidents, critical events, problems, and service requests through to closure, confirming with users that service is restored before closing tickets.
• Review incident trends, identify recurring causes, create linked problem records, and update related incidents when the underlying problem is resolved.
• Provide remote desktop configuration and troubleshooting, assist with Microsoft 365 and collaboration tools, and support assistive technologies.
• Notify users about planned maintenance and outages, and support meeting scheduling and basic usage for approved online collaboration platforms.

Skills

Customer communication

Phone support

Incident management

High-volume support

Education

High school diploma or GED

Tools

Microsoft 365

Windows 10/11

Job description

Role overview

Provide first-line technical support for an enterprise service desk serving government users. The role combines phone, email, portal, chat, and walk-in support with disciplined incident, problem, and service-request management. You will diagnose common workplace technology issues, keep users informed, meet service targets, and retain ownership until the request is resolved or properly escalated.

Responsibilities

• Receive support requests through approved channels, create accurate ITSM tickets, categorize impact and priority, and maintain complete updates against service-level commitments.
• Provide live assistance during normal working hours, attempt first-contact resolution, and elevate unresolved issues to the appropriate support team while tracking progress.
• Manage incidents, critical events, problems, and service requests through closure, confirming with users that service has been restored before closing tickets.
• Review incident trends, identify recurring causes, create linked problem records, and update related incidents when the underlying problem is resolved.
• Provide remote desktop configuration and troubleshooting assistance, application how-to support, and help with Microsoft 365, collaboration tools, and assistive technologies.
• Notify users about planned maintenance and outages, and support meeting scheduling and basic usage for approved online collaboration platforms.

Requirements

• High school diploma or GED.
• Working knowledge of Microsoft 365 applications including Outlook, Word, Excel, Teams, and OneDrive, plus Windows 10/11.
• Familiarity with Active Directory tasks such as password resets, account unlocks, and basic account updates.
• Understanding of common desktop hardware, VPN and Wi-Fi troubleshooting, and basic TCP/IP concepts.
• Experience with ServiceNow or an equivalent IT service-management ticketing system.
• Strong written and verbal communication, accurate documentation, organization, multitasking, and the ability to explain technical issues to non-technical users while handling high call volumes.

Nice to have

• CompTIA A+, HDI Support Center Analyst, ITIL 4 Foundation, or Microsoft 365 Fundamentals certification.

Benefits and work setup

• Full-time, hourly position.
• Eligibility requires U.S. citizenship or lawful permanent residence held for at least three years, together with federal tax compliance.