Tier 2 Service Desk Specialist - Kansas City, MO

Makpar; Missouri; On-site; USD 45,000 - 60,000; Full time

Job summary

A leading company is seeking a Tier 2 Service Desk Specialist in Kansas City, MO. The role involves diagnosing user issues, providing on-site support, and collaborating with engineering teams. Ideal candidates will have relevant certifications and experience in desk-side support. Join a supportive work environment with opportunities for career development.

Benefits

Competitive benefits package

Training and career development opportunities

Flexible schedules

Qualifications

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

Responsibilities

• Respond to and diagnose user problems through discussion and hands-on assistance.
• Provide on-site support for end users.
• Collaborate with engineering teams to resolve core problems.

Skills

Microsoft Office

Technical Support

Problem Solving

Education

Microsoft Office Specialist certification

ITIL v3 Foundations

Tools

Active Directory

SCCM

Citrix XenDesktop

Job description

Tier 2 Service Desk Specialist - Kansas City, MO

Join to apply for the Tier 2 Service Desk Specialist - Kansas City, MO role at Makpar.

About Makpar

Makpar is a comprehensive professional and technical solutions provider for the Federal government. We specialize in cloud engineering, data management, cybersecurity, and emerging technologies to deliver mission success. Our approach, called "The Makpar Way," helps agencies navigate the evolving Federal technology landscape. We are committed to delivering success for our clients and the American people through our dedicated workforce.

Position Overview

We are seeking a Tier 2 Service Desk Specialist to join our team. The ideal candidate will handle complex work assignments, meet SLAs for incident response and resolution, and follow SOPs and KBAs while developing innovative solutions. This is a full-time, hourly position.

Responsibilities

1. Respond to and diagnose user problems through discussion and hands-on assistance.
2. Provide on-site support for end users.
3. Identify, research, and resolve technical issues.
4. Handle tickets assigned by Tier 1 support.
5. Update and monitor tickets to ensure timely resolution.
6. Support users' applications and hardware issues.
7. Collaborate with network and software engineering teams to restore service and resolve core problems.
8. Recreate user problems to troubleshoot operating difficulties.
9. Recommend system modifications to reduce user issues.
10. Perform Moves, Adds, and Changes (MAC).

Qualifications

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

Benefits

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

Additional Details

• Seniority Level: Entry level
• Employment Type: Full-time
• Job Function: Information Technology

Interested candidates are encouraged to apply. Makpar is an Equal Opportunity Employer.