Tier 2 Service Desk Specialist - Kansas City, MO

Makpar; Kansas City (MO); On-site; USD 60,000 - 80,000; Full time

Job summary

Join a leading company as a Tier 2 Service Desk Specialist in Kansas City, MO. This full-time role involves diagnosing and resolving technical issues, providing on-site support, and managing tickets. Ideal for those with a background in IT support and relevant certifications, this position offers competitive pay and a comprehensive benefits package.

Benefits

Comprehensive benefits package

Training

Career development

Flexible schedules

Qualifications

• Minimum 2 years of experience in a desk-side support environment.
• Knowledge of Microsoft network support and various IT tools.

Responsibilities

• Respond to and diagnose issues through user discussions and hands-on support.
• Provide second-tier support for applications and hardware issues.

Skills

Microsoft Office

Technical Support

Problem Solving

Education

Microsoft Office Specialist certification

ITIL v3 Foundations

Tools

Active Directory

SCCM

BMC Remedy

Job description

Tier 2 Service Desk Specialist - Kansas City, MO

Join us at Makpar as a Tier 2 Service Desk Specialist in Kansas City, MO.

Makpar is a comprehensive provider of professional and technical solutions for the Federal government, specializing in cloud engineering, data management, cybersecurity, and emerging technologies to ensure mission success. We partner with government agencies to understand their needs and deliver tailored IT solutions using our unique "The Makpar Way" methodology.

Role Overview: The Service Desk Specialist will handle complex work assignments, meet SLAs for incident response and resolution, follow SOPs and KBAs, and contribute to team deliverables and performance metrics. This is a full-time, hourly position.

Responsibilities:

• Respond to and diagnose issues through user discussions and hands-on support.
• Provide on-site support for end users.
• Research and resolve technical problems.
• Manage tickets assigned by Tier 1 support, ensuring timely updates and resolutions.
• Document, track, and monitor tickets to meet SLAs.
• Provide second-tier support for applications and hardware issues.
• Coordinate with network, software, and application teams to restore services or identify problems.
• Recreate user issues to troubleshoot operating difficulties.
• Recommend system modifications to reduce user issues.
• Perform Moves, Adds, and Changes (MAC).

Qualifications:

• Microsoft Office Specialist certification (or ability to obtain within 60 days).
• One of the following certifications: ITIL v3 Foundations, Help Desk Institute's HDA, CSR, or similar.
• Minimum 2 years of experience in a desk-side support environment.
• Knowledge of Microsoft network support, Active Directory, Office 2010, 2013, Office 365, Blackberry, MaaS360, NetIQ DRA, SCCM, Cisco AnyConnect, Citrix XenDesktop, Junos Pulse, NetScreen VPN, and BMC Remedy modules.
• Must be a US Citizen or a Legal Permanent Resident for at least 3 years and compliant with federal tax requirements.

Compensation: $23 - $25 per hour.

Benefits:

Makpar offers a comprehensive benefits package, training, career development, flexible schedules, and a supportive work environment focused on employee well-being and engagement.

Additional Information:

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and Consulting

Apply now to join our team and make an impact in federal technology solutions!