Computer Support Technician

Summary

Join Makpar's growing team as a Computer Support Technician (CST)! This role provides operational support services, requiring a service-oriented mentality and ownership of incidents and requests. You will resolve issues within SLAs, communicate with customers, and escalate unresolved problems. Responsibilities include remote and deskside computer support, incident and request resolution, and on-call support. The position requires a high school diploma or equivalent, two years of relevant experience, and specific certifications within 90 days of hire. Makpar offers a great benefits package, excellent training, career development opportunities, and flexible work schedules.

Requirements

• High school diploma or equivalent required; Bachelor’s degree preferred
• Two (2)+ years’ experience in an enterprise call center, help desk, service desk, and/or desktop support operations
• Experience configuring, installing, troubleshooting, and maintaining MS Windows/Apple operating systems in a large network environment
• Problem Management and Critical Thinking skills (Resource Allocation and Application)
• Acclimate/Accommodate within changing IT Environments
• Active listening skills and effective communication skills
• This role requires a clearance. Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for a minumum of 3 years to obtain
• HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) -- required within 90 days of hire
• CompTIA A+ Certification -- required within 90 days of hire
• Incident Management
• Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.)
• Installation and maintenance of Windows OS
• Device Enrollment Intune/Azure
• Installation and maintenance of Apple devices
• Installation and maintenance of mobile devices
• Installation/updating of desktop software
• Remote desktop connections
• General Networking knowledge
• Network and local Printer Support
• Backup and recovery (OneDrive/SharePoint)

Responsibilities

• Provide operational support services to the organization
• Own, track and resolve Information Technology (IT) incidents and requests
• Fulfill requests and resolve incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
• Respond to alerts and escalations and work with both user and IT support groups to come up with strategic solutions to recurring problems
• Provide On Call Support
• All aspects of both Remote and Deskside computer support

Preferred Qualifications

• Microsoft Certification preferred (e.g. MCTA, MCSA, MSCE, MCSM, etc.)
• Apple Support Certification preferred
• Enterprise ticketing application experience – Technical Ticket System experience preferred
• Preferred Computer Imaging knowledge
• Desktop performance monitoring and optimization
• Antivirus support a plus

Benefits

• Flexible work schedules
• Excellent training and career development opportunities
• A great benefits package
• Generous compensation package