Service Desk Specialist

Makpar Corporation

. Manage incidents, problems, and service requests using government-standard ServiceNow or Remedy implementations .

Posted 9/18/2026full-timeRemote • United StatesMid-LevelSenior💰 $19 - $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management and service request resolution using ServiceNow or equivalent ITSM systems, while effectively communicating technical information to non-technical users. Proficient in Microsoft 365 applications and Windows operating systems, with strong organizational and multitasking abilities in a metric-driven environment.

Highest-signal resume keywords

ServiceNow ITSMMicrosoft 365 ApplicationsIncident ManagementActive Directory AdministrationCompTIA A+

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementService Request ResolutionActive Directory User AdministrationWindows 10/11Network FundamentalsTicketing System ManagementRemote Desktop TroubleshootingDesktop Hardware KnowledgeVPN ConnectivityTCP/IP Concepts

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationOrganizational AbilitiesMultitasking AbilitiesProfessionalism in High Call Volumes

Tools & Technologies

ServiceNowRemedyBeyondTrust (Bomgar)WebExZoomMicrosoft Teams

Certifications & Qualifications

CompTIA A+HDI Support Center Analyst (HDI-SCA)ITIL 4 FoundationMicrosoft 365 Fundamentals (MS-900)

Industry Keywords

Incident ManagementService RequestsSLA ComplianceUser SupportAssistive Technology

Tech Stack

Tools & technologies

ITSMServiceNowTCP/IP

About the role

Key responsibilities & impact

Manage incidents, problems, and service requests using government-standard ServiceNow or Remedy implementations
Receive and create tickets through phone, email, self-service portal, live chat, and on-site support contacts
Categorize incidents by impact and priority and restore degraded or disrupted services
Provide live telephone support during normal working hours, attempt resolution, and escalate unresolved issues
Monitor email requests and create tickets according to applicable SLAs
Establish tracking and manage resolution of critical events while meeting or exceeding SLAs
Update tickets and ensure ticket status meets applicable SLAs
Obtain user concurrence before resolving and closing tickets; follow up to verify service restoration
Own incident, problem, and service request resolution, including tracking external support teams and escalations
Review incident data to identify trends, create problem tickets, and link related incidents
Receive and fulfill service requests from users and technicians via telephone, voicemail, email, and walk-ins
Notify users about planned maintenance windows and outages via email
Provide remote desktop configuration and troubleshooting assistance using tools such as BeyondTrust (Bomgar)
Assist users with configuration, troubleshooting, and how-to questions for approved applications
Support assistive technology tools such as Windows Ease of Use and JAWS
Support WebEx, Zoom, and Teams, including meeting scheduling, usage management, and user assistance

Requirements

What you’ll need

High School Diploma or GED (required)
Basic working knowledge of Microsoft 365 applications: Outlook, Word, Excel, Teams, OneDrive
Windows 10/11 operating systems
Active Directory user administration: Password resets, account unlocks, basic user account updates
Knowledge of common desktop hardware: laptops, desktops, printers, monitors, mobile devices
Network fundamentals: VPN connectivity, Wi-Fi troubleshooting, basic TCP/IP concepts
ServiceNow or equivalent ITSM ticketing system
Strong verbal and written communication skills
Ability to communicate technical information to non-technical users
Ability to handle high call volumes professionally
Experience documenting incidents and requests accurately
Strong organizational and multitasking abilities
Ability to work in a metric-driven environment
Must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant
Highly preferred certifications: CompTIA A+, HDI Support Center Analyst (HDI-SCA), ITIL 4 Foundation, or Microsoft 365 Fundamentals (MS-900)

Benefits

Comp & perks

Great benefits package
Excellent training and career development opportunities
Flexible work schedules
Generous compensation package
Environments where employees are encouraged to be themselves, collaborate, and be inquisitive
Equal Opportunity Employer