Tier 1 Help Desk Specialist (Top Secret Clearance required)

Paradyme, a CATHEXIS Company is seeking Top Secret-cleared Tier 1 Help Desk Support Specialist to work in Pocatello, ID to support our country’s premiere law enforcement agency.

The right candidates 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.

Top Secret clearance is required

Responsibilities include:

• 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

Required Skillsets:

• Active Top Secret Clearance
• Ability to work in a 24/7 environment
• Ability to work 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

Desired Skillsets: (not required)

• Direct experience with HP Service Manager or similar (ServiceNow, Remedy, or Jira) is a Plus
• Advanced understanding of IT Service Management processes is a Plus
• HDI Certification (preferred)
• Experience with Agile project management
• Previous experience working on a Help Desk-centric program
• Experience with supporting a program with adherence to SLAs
• Experience supporting a customer within Government Law Enforcement

Physical Requirements: These are the essential physical requirements needed to successfully perform the job.

• Sedentary work.
  • Requires sitting up to 8 hours per day.
  • May require lifting up to 5 pounds unassisted.
  • Fine repetitive motor skills with hands, wrists, and fingers in coordination with eyes.
• Hearing, speaking, and vision: Adequate to perform job duties and communicate in person, via video, and telephone. Includes reading information from printed sources and computer screens.
• Other: Work may be performed in an office environment, which may involve frequent contact with staff and the public. Work may be stressful at times.

Paradyme, a CATHEXIS Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by 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 HR@paradyme.us