Tier 1 Help Desk Specialist (req-215)
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Job Location:
Pocatello, ID - USA
Monthly Salary:
Not Disclosed
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Team CATHEXIS elevates the government contracting experience through rapid response deep skill and thoughtful problem-solving and communication. Our core capabilities are our top-tier program and project management data analytics and audit services the backbone of which is our integrated approach to operational excellence.
You worked hard to get to where you are. You strive to make every day better than the day before. So do we. Team CATHEXIS operates with an all-in mindset. We are working together to create a company that supports our shared values and individual goals. Our values are centered around Respect Engagement Customer Service Integrity Teamwork and Excellence in everything we do for our employees clients partners and communities. We believe success is best when we listen and lead with empathy; model high standards of ethics to provide a rewarding candidate experience; work hard have fun and appreciate the strengths we all bring to the team; and empower our employees to create innovative and trusted results.
We are looking for a dynamicEntry 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 customers 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 50000 users inside and outside the United users you will support carry out our nations 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-users 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
Requirements
- Active Top Secret Clearance
- Ability to work in a 24/7 environment
- 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
- Bachelors Degree or equivalent experience or technical certifications (a plus)
Benefits
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 $54400. 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 againston the basis ofdisability EEO IS THE 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
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
A proud and proven delivery partner to the federal government for over 17 years, CATHEXIS helps federal leaders focus on what matters. Beginning with our customer-centered intake process, we focus on understanding your challenge and creating flexible solutions empowered by highly-trai ... View more
