CATHEXIS
Posted 121 days agoVerified live 2d ago
Tier 1 Help Desk Specialist -TS Clearance required
Brief overview
Huntsville, Alabama, United StatesIn-person
UndergradOr in progress
$54k/yrStated minimum
Clearance requiredU.S. government
Active Top Secret ClearanceCustomer serviceCall center experienceHelp desk supportTicket triage and troubleshootingPassword managementDesktop software installation and supportRemote desktop accessFirst Call Resolution (FCR)Technical documentationUse of metrics for efficiencyExcellent communication skillsAdaptability to new processes and technologies
Job description
Summary
CATHEXIS is a company that enhances the government contracting experience through effective communication and problem-solving. They are seeking a dynamic Entry Level Tier 1 Help Desk Specialist to provide direct technical support to users, primarily in a federal environment, ensuring high-quality customer service and technical assistance.
Responsibilities
- 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
Skills
- 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 Huntsville, AL
- 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)
Qualifications
Must Haves
- 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 Huntsville, AL
- 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
- 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
