Tier 1 Help Desk Specialist -TS Clearance required

CATHEXIS•Huntsville, AL

66d•$54,400 - $54,400•Onsite

About The Position

Team CATHEXIS is seeking a dynamic Entry Level Tier 1 Help Desk Specialist to join their team in Huntsville, AL. This role will primarily support a federal customer’s technical support team, working within a large Enterprise support team that provides direct Tier 1 support to approximately 50,000 users globally. The users supported are involved in critical national missions such as fighting terrorism, espionage, defending against cyber-attacks, and major criminal threats. The position requires individuals committed to supporting the mission by providing high-quality and courteous customer and technical support. This role involves performing activities associated with the implementation, integration, and support of computer systems in a mission-critical response operations environment. CATHEXIS is proactively building a pipeline for future opportunities and may reach out to qualified candidates.

Requirements

Active Top Secret Clearance
Ability to work in a 24/7 environment with flexibility in working schedule
Ability to work 5 days/wk onsite in Huntsville, AL
0-4 years of experience with Call Center, Customer Service, and/or Help Desk environments
Strong interpersonal and service-oriented communication skills
Ability to learn and adapt to new job skills, processes, and procedures

Nice To Haves

Bachelor's Degree or equivalent experience or technical certifications

Responsibilities

Provide IT support to all customers
Receive customer IT queries by multiple methods (phone, self-service, etc.)
Provide the necessary information in the ticket in the event the ticket is passed to another solver group
Triage and troubleshoot tickets submitted
Change and reset passwords on all FBI enclaves
Provide desktop software application assistance and installation
Resolve trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entities
Remotely access the end-user’s desktop to provide support
Provide customers with status of the ticket and serve as primary support admin through ticket resolution
Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible
Provide expert technical support to customers having varying levels of computing skills
Provide detailed diagnostic summary for the next tier level support
Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities
Interacts with management to facilitate timely problem resolution
Knowledge in the use of and application of metrics to increase efficiency and solve issues
Possesses excellent communication skills