Service Center Analyst

Who we are:

Makpar is a team of innovators and consultants deploying cutting edge technologies for the federal government. We help our clients achieve their business and operational goals by solving complex problems through experience and intellect and build sustainable solutions that last. If you are driven and looking to tackle complex and critical client challenges, Makpar can provide a dynamic, mission focused, and rewarding environment for your professional growth.

Our service offerings include Cybersecurity, Cloud Migration, IT Project Management, Agile Transformation, DevSecOps, Identity, Credential, and Access Management (ICAM), and Health IT. We are proud to be a Great Place to Work™ certified four years in a row. Recent awards include Fortune Top 100 Small Place to Work, Inc 5000, and Inc Best in Business. In 2019, we were awarded the SBA Subcontractor of the Year Award (Region 3) for our program management and Agile development work at the IRS. 

The Position:

Makpar has an exciting opportunity for a Service Center Analyst to join our growing team. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and fax. We are looking for a highly competent, customer service-oriented, and motivated individual to fill this role. The ideal candidate must reside within an hour’s commute of Washington, D.C.

• Handling incoming phone requests from customers
• Handling incoming electronic requests (Chat, Email, and Fax) from customers
• Creating, tracking, and resolving Human Resources (HR) application incidents and service requests.
• Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)
• Researching customer requests to ensure accurate information and resolutions are provided
• Escalating customer requests that cannot be handled at the Service Center to the appropriate support team
• Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation
• Creating, updating, and retiring service center knowledge documentation
• Attend and participate in team meetings to surface and discuss process improvements and service offering changes

• High school diploma or equivalent required; Bachelor's degree preferred.
• Must reside within an hour’s commute of Washington, D.C.
• Minimum of 2 years in customer service; experience in a service desk or call center environment preferred.
• Certifications: HDI Analyst Certification (e.g., CSA, SCA, DST) required within 90 business days of hire.
• Strong critical thinking abilities.
• Excellent active listening and communication skills.
• Experience with enterprise ticketing applications.
• Familiarity with BMC Remedy Service Management preferred.
• Human Resource application support experience preferred.
• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant. 

At Makpar Corporation we understand that we all need to balance work and life – that is why we have a great benefits package, excellent training and career development opportunities, flexible work schedules along with a generous compensation package. At Makpar, we believe in keeping our employees happy, healthy and engaged. We pride ourselves in providing outstanding benefits, creating environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to achieve goals.

Start your career today and be a part of something meaningful!

Makpar is an Equal Opportunity / Affirmative Action employer.