ClearanceJobs
Entry-Level Tier I Help Desk Specialist
ClearanceJobs - Pocatello, Idaho, United States, 83204
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Overview
Tier 1 Help Desk Openings
Paradyme Inc. is seeking candidates for Tier 1 Help Desk openings. This is part of an ongoing effort to support a federal law enforcement agency where we have openings based in Pocatello, ID. We are first and foremost seeking candidates with: Active Top Secret clearances at a minimum we are unable to consider candidates that do not have this clearance already Ability to work onsite at a secured federal facility in Pocatello, ID Excellent service-oriented communication skills, and the willingness to learn a new skillset Paradyme is willing to train new hires on fundamentals of Tier 1 Help Desk support and use of ticket tracking systems. This is a great long-term opportunity for someone looking to grow from an entry level position, and get their first foot in the door into IT. We will train you to do the following: 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 federal law enforcement 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 Write comprehensive diagnostic details in tickets after troubleshooting and triage activities Interact with management to facilitate timely problem resolution Use knowledge in the use of and application of metrics to increase efficiency and solve issues Required Skillsets: Active Top Secret Clearance Ability to work in a 24/7 technical support environment Ability to work onsite at a federal facility in Pocatello, ID The right personality and temperament to work in a Call Center, Customer Service, and/or Help Desk environment Strong interpersonal and service-oriented communication skills Ability to learn and adapt to new job skills, processes, and procedures
Paradyme Inc. is seeking candidates for Tier 1 Help Desk openings. This is part of an ongoing effort to support a federal law enforcement agency where we have openings based in Pocatello, ID. We are first and foremost seeking candidates with: Active Top Secret clearances at a minimum we are unable to consider candidates that do not have this clearance already Ability to work onsite at a secured federal facility in Pocatello, ID Excellent service-oriented communication skills, and the willingness to learn a new skillset Paradyme is willing to train new hires on fundamentals of Tier 1 Help Desk support and use of ticket tracking systems. This is a great long-term opportunity for someone looking to grow from an entry level position, and get their first foot in the door into IT. We will train you to do the following: 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 federal law enforcement 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 Write comprehensive diagnostic details in tickets after troubleshooting and triage activities Interact with management to facilitate timely problem resolution Use knowledge in the use of and application of metrics to increase efficiency and solve issues Required Skillsets: Active Top Secret Clearance Ability to work in a 24/7 technical support environment Ability to work onsite at a federal facility in Pocatello, ID The right personality and temperament to work in a Call Center, Customer Service, and/or Help Desk environment Strong interpersonal and service-oriented communication skills Ability to learn and adapt to new job skills, processes, and procedures