Tier 1 Help Desk Specialist -TS Clearance required
CATHEXIS · Huntsville, AL · 1 mo ago
On-siteInformation Technology$54k/yrFull-time
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
- 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
- Competitive compensation packages
- Annual salary of $54,400
- Benefits include 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
Pay
The annual salary for this role is $54,400.
Schedule
Ability to work in a 24/7 environment with flexibility in working schedule