AI Summary

Service Center Analyst handles remote customer support for Federal Government systems, resolving HR IT application incidents via phone, chat, email, and fax, and escalating as needed.

About this role

Who we are:

Makpar is a comprehensive professional and technical solutions provider for the Federal government. We combine functional and technical expertise in cloud engineering, data management, cybersecurity and emerging technologies to deliver mission success. We build the right IT solution for government clients by partnering with them to understand their WHAT, WHY, and HOW. Using our signature consulting methodology that we call “The Makpar Way,” we help agencies navigate the ongoing changes in the Federal technology landscape. We succeed where others fail because of our connected and engaged workforce are dedicated to delivering success for our clients and the American people.

Our Mission: We solve complex problems for the Federal government to accelerate access to citizen services.

When it comes to excellence, we deliver. Learn more about our employer brand at makpar.com/careers.

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.

Role Specific Duties:

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

Required Qualifications:

High school diploma or equivalent required; Bachelor's degree preferred.

Must reside within an hour’s commute of Washington, D.C or Denver, CO.

Minimum of 2 years in customer service; experience in a service desk or call center environment preferred.

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 ticketing applications (Jira, ServiceNow, or other customer service tracking systems).

Familiarity with BMC Remedy Service Management preferred.

Experience providing technical support for any Human Resource based IT applications preferred.

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.

Skills

Active ListeningBMC Remedy Service ManagementCommunication SkillsCustomer ServiceHDI Analyst Certification (CSA/SCA/DST)HR IT ApplicationsIncident ManagementIT SupportJiraKnowledge ManagementProblem SolvingRemote SupportServiceNowSLAsTicketing Systems

Service Center Analyst

About this role

Role Specific Duties:

Required Qualifications:

Skills

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