Tier 1 Help Desk Specialist (Onsite Pocatello, ID) (req-321)

CATHEXIS • Pocatello, ID

19d • Onsite

About The Position

Team CATHEXIS is seeking an entry-level Tier 1 Help Desk Specialist to support a federal customer’s technical support team onsite in Pocatello, Idaho. The position is part of a large enterprise support team providing direct Tier 1 assistance to approximately 50,000 users in and outside the United States, supporting PC, server, or mainframe applications and hardware. The users support national mission operations involving terrorism, espionage, cyber-attacks, and major criminal threats.

The specialist provides courteous, high-quality customer and technical support in a mission-critical response operations environment. The role involves implementing, integrating, and supporting computer systems, troubleshooting and resolving user issues, and documenting or escalating tickets as needed. The position is onsite five days per week and requires the ability to work in a 24/7 environment.

Requirements

• Active Top Secret clearance.
• Ability to work in a 24/7 environment.
• Ability to work onsite five days per week in Pocatello, Idaho.
• 0–4 years of experience in 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, equivalent experience, or technical certifications.

Responsibilities

• Provide IT support to all customers.
• Receive customer IT queries through multiple methods, including phone and self-service.
• Ensure tickets contain the necessary information when passed to another solver group.
• Triage and troubleshoot submitted tickets.
• Change and reset passwords on all FBI enclaves.
• Provide assistance with desktop software applications and installations.
• Resolve trouble tickets while interacting with users, achieve first-call resolution when possible, or escalate issues to other support entities.
• Remotely access end-user desktops to provide support.
• Provide ticket status updates and serve as the primary support administrator through ticket resolution.
• Guide customers in resolving issues and preventing recurrences to the best extent possible.
• Provide technical support to customers with varying levels of computing skills.
• Prepare detailed diagnostic summaries for the next support tier.
• Document comprehensive diagnostic details in tickets following troubleshooting and triage.
• Interact with management to facilitate timely problem resolution.
• Apply metrics to increase efficiency and solve issues.

Benefits

• Health and Welfare fringe benefit of $5.42 per hour, delivered through CATHEXIS benefit plans or paid as a cash equivalent.
• Paid holidays and vacation as specified in the applicable Wage Determination.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k) plan with Traditional and Roth options.
• Life insurance, including Basic, Voluntary, and AD&D coverage.
• Paid time off.
• 11 federal holidays.
• Training and development.
• Wellness program.
• Community outreach initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level