Tier 1 Help Desk Specialist

About the Role

Team CATHEXIS is looking for a dynamic Entry Level Tier 1 Help Desk Specialist to join our team. This position will be located onsite in Pocatello, ID and will primarily support a federal customer's technical support team. You will join a large Enterprise support team providing direct Tier 1 support to end users for PC, server, or mainframe applications and hardware, supporting approximately 50,000 users. These positions require individuals committed to supporting the mission by providing high-quality and courteous customer and technical support. This role performs activities associated with the implementation, integration, and support of computer systems in a mission-critical response operations environment.

Key Responsibilities

• Provide IT support to all customers.
• Receive customer IT queries by multiple methods (phone, self-service, etc.).
• Provide necessary information in the ticket if the ticket is passed to another solver group.
• Triage and troubleshoot tickets.
• 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 ticket status and serve as primary support admin through ticket resolution.
• Give guidance to customers to resolve their issue and prevent recurrences.
• Provide expert technical support to customers with varying levels of computing skills.
• Provide detailed diagnostic summary for next tier level support.
• Write comprehensive diagnostic details in tickets after troubleshooting and triage activities.
• Interact with management to facilitate timely problem resolution.
• Utilize and apply metrics to increase efficiency and solve issues.

Requirements & Tech Stack

• Active Top Secret Clearance is required.
• Ability to work in a 24/7 environment.
• Ability to work 5 days/week 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).

Benefits

This is an SCA-covered position.

• Minimum hourly wage: $26.16/hour.
• Health & Welfare fringe benefit: $5.42/hour.
• Paid holidays and vacation.
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Plan (Traditional and ROTH)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• 11 Federal Holidays
• Training & Development
• Wellness Program
• Community Outreach Initiatives