Help Desk Specialist
CATHEXIS • Huntsville, AL66d • $54,400 - $54,400 • Onsite
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Tier 1 Help Desk Specialist -TS Clearance required
CATHEXIS•Huntsville, AL
•$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
Benefits
- Competitive compensation packages
- Performance Bonuses
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401(k) Plan (Traditional and ROTH)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- 11 Federal Holidays
- Parental Leave
- Commute Benefits
- Short Term & Long Term Disability
- Training & Development
- Wellness Program
- Community Outreach Initiatives
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
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