Tier 1 Service Desk Specialist

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

Job summary

Makpar is seeking a friendly and capable IT help desk technician to provide first-line technical support for government users. You will handle requests via phone, email, portal, chat, and in person, diagnose issues, keep users informed, and uphold service targets until resolution or escalation.

Responsibilities include logging incidents in ITSM, prioritizing by impact, assisting with Microsoft 365 and related tools, and communicating clearly with non-technical users while maintaining high-volume

Qualifications

• Provide first-line technical support for government users.
• Diagnose common workplace technology issues and manage incidents.
• Maintain updates against service-level commitments.
• Escalate unresolved issues as needed.

Responsibilities

• Receive support requests and create ITSM tickets.
• Provide live assistance during normal hours and attempt first-contact resolution.
• Manage incidents and service requests through closure.
• Review incident trends and create linked problem records.
• Provide remote desktop and Microsoft 365 support.
• Notify users about planned maintenance and outages.

Skills

Communication

Multitasking

Documentation

Customer service

Technical explanation

Education

High school diploma or GED

Tools

Microsoft 365

Windows 10/11

Active Directory

ServiceNow

VPN

TCP/IP basics

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.