Tier 1 Help Desk Specialist (Onsite Pocatello, ID) (req-244)

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 leading with integrity, owning the outcome, growing together, and moving with purpose in everything we do for our employees, customers, 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 dynamic Entry 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 customer’s 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 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 the implementation, integration, and support of computer systems in a mission-critical response operations environment.

This position is onsite daily in Pocatello, ID.

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-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

• 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
• Bachelor's Degree or equivalent experience or technical certifications (a plus)

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

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 against on the basis of disability EEO IS THE 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 the Recruiting Department [email protected]