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

CATHEXIS • Pocatello, ID

20d • Onsite

About The Position

Team CATHEXIS is hiring an entry-level Tier 1 Help Desk Specialist to work onsite daily in Pocatello, Idaho, primarily supporting a federal customer’s technical support team. The role is part of a large enterprise support team providing direct Tier 1 assistance to approximately 50,000 users in and outside the United States. Users support national mission operations involving counterterrorism, counterespionage, cyber defense, and major criminal threats.

The Help Desk Specialist provides courteous customer and technical support for PC, server, or mainframe applications and hardware. The position supports the implementation, integration, and operation of computer systems in a mission-critical response operations environment. It requires an active Top Secret clearance and the ability to work in a 24/7 environment and onsite five days per week in Pocatello.

This is an SCA-covered position. The minimum hourly wage under the applicable Department of Labor Wage Determination is $26.16, plus a $5.42-per-hour Health & Welfare fringe benefit, delivered through CATHEXIS benefit plans or paid as a cash equivalent. Paid holidays and vacation are provided as specified in the Wage Determination.

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.
• Excellent communication skills.

Nice To Haves

• Bachelor’s degree, equivalent experience, or technical certifications.

Responsibilities

• Provide IT support to customers.
• Receive customer IT queries through multiple methods, including phone and self-service.
• Include necessary information in tickets when passing them to another solver group.
• Triage and troubleshoot submitted tickets.
• Change and reset passwords on FBI enclaves.
• Provide assistance with desktop software applications and their installation.
• Resolve tickets while interacting with users, aiming for first-call resolution, or escalate issues to other support entities.
• Remotely access end users’ desktops to provide support.
• Keep customers informed about ticket status and serve as the primary support administrator through resolution.
• Guide customers in resolving issues and preventing recurrence where possible.
• Provide technical support to customers with varying levels of computing skills.
• Provide detailed diagnostic summaries and document troubleshooting and triage details in tickets for the next support tier.
• Interact with management to facilitate timely problem resolution.
• Use metrics to increase efficiency and solve issues.

Benefits

• 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
• Health & 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed