Entry-Level Tier 1 Help Desk – TS Clearance, Onsite Pocatello

CATHEXIS; Huntsville (AL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Life Insurance

Paid Time Off

11 Federal Holidays

Training & Development

Wellness Program

Community Outreach Initiatives

Job summary

CATHEXIS is seeking an Entry Level Tier 1 Help Desk Specialist to join our team in Huntsville, AL, primarily supporting a federal customer’s technical support team. The role provides direct Tier 1 support to end users for PC/server/mainframe applications and hardware, supporting roughly 50,000 users across the United States.

Ideal candidates have 0-4 years in Call Center or Help Desk environments, strong communication skills, and the ability to work onsite 5 days/week.

Qualifications

• Active Top Secret Clearance is required.
• 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.
• Bachelor's Degree or equivalent experience or technical certifications (a plus).

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 elevate 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.

Skills

Customer service

Communication

Interpersonal skills

Technical support

Education

Bachelor's degree or equivalent

Job description

CATHEXIS is seeking an Entry Level Tier 1 Help Desk Specialist to join our team in Huntsville, AL, primarily supporting a federal customer’s technical support team. The role provides direct Tier 1 support to end users for PC/server/mainframe applications and hardware, supporting roughly 50,000 users across the United States.

Ideal candidates have 0-4 years in Call Center or Help Desk environments, strong communication skills, and the ability to work onsite 5 days/week.