Tier 1 Help Desk Specialist

Cathexisfederal; Pocatello (ID); On-site; USD 48,960 - 59,840; Full time

Benefits offered by this job

Performance Bonuses

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Life Insurance

Paid Time Off

11 Federal Holidays

Parental Leave

Commute Benefits

Short Term & Long Term Disability

Training & Development

Wellness Program

Community Outreach Initiatives

Job summary

Cathexisfederal is seeking a dynamic Entry Level Tier 1 Help Desk Specialist in Pocatello, ID. This role involves supporting a federal technical support team, ensuring high-quality assistance to approximately 50,000 users.

Candidates should have a Top Secret Clearance, be adaptable, and preferably possess a Bachelor's Degree. The position offers competitive pay of $54,400 annually along with various benefits including medical insurance and performance bonuses.

Qualifications

• Active Top Secret Clearance is required.
• Ability to work in a 24/7 environment with flexibility.
• 0-4 years of experience in Call Center, Customer Service, or Help Desk.

Responsibilities

• Provide IT support to all customers.
• Receive and triage customer IT queries.
• Resolve trouble tickets and provide desktop software assistance.

Skills

Interpersonal skills

Service-oriented communication

Adaptability to new skills

Education

Bachelor's Degree or equivalent experience

Job description

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.

Responsibilities

The responsibilities include, but are not limited to:

• 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

Qualifications

• 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 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
• Bachelor's Degree or equivalent experience or technical certifications (a plus)

CATHEXIS offers competitive compensation packages to all eligible employees. Our goal is to provide a compensation package that reflects the value you bring to our team, is competitive with national average market rates, and promotes your financial security and personal well-being. The annual salary for this role is $54,400. Please note that the salary information provided is a general guideline. CATHEXIS considers various factors in its final offer, including location, qualifications, experience, and skills.

• 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

CATHEXIS is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. EEO IS THE LAW. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact the Recruiting Department [e-mail]