Tier 1 Help Desk Specialist - TS Clearance required

CATHEXIS•Pocatello, ID

9d•Onsite

About The Position

Team CATHEXIS is seeking a dynamic Entry Level Tier 1 Help Desk Specialist to join their team in Pocatello, ID. This role will primarily support a federal customer’s technical support team, working within a large Enterprise support team providing direct Tier 1 support to end users for PC, server, or mainframe applications and hardware, supporting approximately 50,000 users. The users supported are involved in critical national missions such as fighting terrorism, espionage, defending against cyber-attacks, and major criminal threats. This position requires individuals committed to supporting the mission by providing high-quality and courteous customer and technical support. The role involves implementing, integrating, and supporting 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 Pocatello, ID.
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.