Tier 1 IT Help Desk | Onsite Pocatello | TS Clearance

CATHEXIS; Pocatello (ID); Presencial; USD 30 000 - 42 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan (Traditional and ROTH)

Life Insurance (Basic, Voluntary & AD&

Paid Time Off

11 Federal Holidays

Training & Development

Wellness Program

Community Outreach Initiatives

Resumo da oferta

CATHEXIS is seeking an entry level Tier 1 Help Desk Specialist to join our team in Pocatello, ID. The role provides Tier 1 support to a federal customer’s technical team, covering PC, server, or mainframe applications and hardware for about 50,000 users.

The position requires an active Top Secret Clearance, 0-4 years of help desk experience, a bachelor's degree or equivalent experience, and the ability to work onsite five days a week in Pocatello.

Qualificações

• Active Top Secret Clearance is required.
• 0-4 years of experience in Call Center, Customer Service, and/or Help Desk environments.
• Bachelor's Degree or equivalent experience or technical certifications (a plus).
• Ability to work 5 days/wk onsite in Pocatello, ID.

Responsabilidades

• Provide IT support to all customers.
• Receive customer IT queries by multiple methods (phone, self-service, etc.).
• Provide necessary information in tickets for transfer to other teams.
• Triage and troubleshoot tickets submitted.
• Change and reset passwords on FBI enclaves.
• Provide desktop software application assistance and installation.
• Resolve tickets with First Call resolution or escalate as needed.
• Remotely access end-user desktops to provide support.
• Communicate ticket status and drive resolution to closure.
• Provide guidance to prevent recurrence of issues.
• Offer expert technical support across varying user skill levels.
• Write detailed diagnostics in tickets after troubleshooting.
• Coordinate with management to facilitate timely resolution.
• Utilize metrics to increase efficiency and quality of service.

Conhecimentos

Interpersonal communication

Customer service

Excellent communication

Formação académica

Bachelor's degree or equivalent experience or technical certifications

Descrição da oferta de emprego

CATHEXIS is seeking an entry level Tier 1 Help Desk Specialist to join our team in Pocatello, ID. The role provides Tier 1 support to a federal customer’s technical team, covering PC, server, or mainframe applications and hardware for about 50,000 users.

The position requires an active Top Secret Clearance, 0-4 years of help desk experience, a bachelor's degree or equivalent experience, and the ability to work onsite five days a week in Pocatello.