Tier 1 Help Desk Specialist (Onsite Pocatello, ID) (req-267)

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
• Write 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 is required
• 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
• Able 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.
• The minimum hourly wage for this role under the applicable Department of Labor Wage Determination is $26.16/hour, plus a Health & Welfare fringe benefit of $4.93/hour (delivered through CATHEXIS benefit plans or paid as cash equivalent), plus paid holidays and vacation as specified in the Wage Determination.
• 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