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Tier 1 Service Desk Specialist

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Makpar

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Location:
United States

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

19.00 - 21.00 USD / Hour
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Job Description:

Makpar has an exciting opportunity for a Tier 1 Service Desk Specialist to join our growing team. The Tier I Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Tier I Service Desk Specialist will also provide administrative and technical support for the Enterprise Service Desk. Work is performed under the supervision of the Help Desk Supervisor. This is a full-time, hourly position.

Job Responsibility:

  • Provide telephone and email-based support for all users via an IVR system and using the ServiceNow ITSM
  • Assist users with administrative configuration issues such as workstation troubleshooting, account configuration, basic hardware and application troubleshooting, email system usage, and other non-hands-on activities
  • Reset account passwords, security tokens, PINs, and other administrative account management support activities as needed
  • Manage incidents, Problems, and Service Requests. Use ServiceNow for creating and handling tickets for Incidents and Requests
  • Escalate tickets based on expertise and appropriate group membership- answer customer telephone calls
  • Ensure that all Incidents are promptly and accurately documented in ITSM. Track Incident from the first report to remediation
  • Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved
  • Update and ensure that all tickets are updated in a manner that meets the applicable SLAs
  • Monitor status of all open tickets and escalate as required and coordinate resolution with other internal and external teams, as appropriate

Requirements:

  • 6months - 1 year of experience using ServiceNow ticketing system (preferred)
  • Proficiency using MS Office suite – namely Office365, MS Word, and MS Excel
  • MS Windows 10 systems e.g Dell and Microsoft laptop and tablet hardware knowledge
  • iPhone configuration and troubleshooting
  • Superb oral, written, and communication skills essential
  • Associate degree (preferred) in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field
  • A+ certification highly preferred, plus a ITILv3 and/or ITILv4 certificate
  • Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.
What we offer:
  • Great benefits package
  • Excellent training and career development opportunities
  • Flexible work schedules
  • Generous compensation package

Additional Information:

Job Posted:
January 08, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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