Tier 1 Help Desk Specialist

CATHEXIS•Pocatello, ID

2d•Onsite

About The Position

Team CATHEXIS elevates the government contracting experience through rapid response, deep skill, and thoughtful problem-solving and communication. Our core capabilities are our top-tier program and project management, data analytics, and audit services, the backbone of which is our integrated approach to operational excellence. We are looking for a dynamic Entry Level Tier 1 Help Desk Specialist to join our team. The Help Desk Specialist position will work in Pocatello, ID and will primarily support a federal customer’s technical support team. The right candidate will join a large Enterprise support team providing direct Tier 1 support to end users for either PC, server, or mainframe applications and hardware, supporting approximately 50,000 users inside and outside the United States. The users you will support carry out our nation’s mission of fighting terrorism, espionage, defending against cyber-attacks, and major criminal threats. These positions require individuals committed to supporting the mission by providing high-quality and courteous customer and technical support. This position performs activities associated with implementation, integration and support of computer systems in mission critical response operations environment. We are proactively building a pipeline of qualified candidates for future opportunities that may arise. If your background aligns with our anticipated needs, a member of our Talent Acquisition team may reach out should a role become available or to proactively screen you for the role.

Requirements

Active Top Secret Clearance
Ability to work in a 24/7 environment
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