Tier 1 Help Desk Specialist (Top Secret Clearance required)
Company: Idaho State Job Bank
Location: Pocatello
Posted on: January 27, 2023
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Job Description:
Tier 1 Help Desk Specialist (Top Secret Clearance required) at
Paradyme Management in Pocatello, Idaho, United States Job
Description Paradyme Management is seeking Top Secret-cleared Tier
1 Help Desk Support Specialist to work in Pocatello, ID to support
our country's premiere law enforcement agency. The right candidates
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
implementation, integration and support of computer systems in
mission critical response operations environment. Top Secret
clearance is required Responsibilities include: + 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 Required Skillsets: + Active Top Secret
Clearance + Ability to work in a 24/7 environment + Ability to work
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 Desired Skillsets: (not required) + Direct
experience with HP Service Manager or similar (ServiceNow, Remedy,
or Jira) is a Plus + Advanced understanding of IT Service
Management processes is a Plus + HDI Certification (preferred) +
Experience with Agile project management + Previous experience
working on a Help Desk-centric program + Experience with supporting
a program with adherence to SLAs + Experience supporting a customer
within Government Law Enforcement Physical Requirements: These are
the essential physical requirements needed to successfully perform
the job. + Sedentary work. + Requires sitting up to 8 hours per
day. + May require lifting up to 5 pounds unassisted. + Fine
repetitive motor skills with hands, wrists, and fingers in
coordination with eyes. + Hearing, speaking, and vision: Adequate
to perform job duties and communicate in person, via video, and
telephone. Includes reading information from printed sources and
computer screens. + Other: Work may be performed in an office
environment, which may involve frequent contact with staff and the
public. Work may be stressful at times. Paradyme is a federal
contractor and an EEO and an Affirmative Action Employer. All
employment decisions shall be made without regard to age, race,
creed, color, religion, sex, national origin, pregnancy-related
disability, physical or mental disability, genetic information,
sexual orientation, marital status, familial status, personal
appearance, occupation, citizenship, veteran or military status,
gender identity or expression, or any other characteristic
protected by federal, state or local law. Paradyme Management, Inc.
is committed to the full inclusion of all qualified individuals. In
keeping with our commitment, Paradyme will take the steps to ensure
that people with disabilities are provided reasonable
accommodations. Accordingly, if a reasonable accommodation is
required to fully participate in the job application or interview
process, to perform the essential functions of the position, and/or
to receive all other benefits and privileges of employment, please
contact Rose Luczak, Director of People Operations at or at (571)
289-0548 External Title: Tier 1 Help Desk Specialist (Top Secret
Clearance required) Job ID: 2022-2235 External Company URL: Street:
3975 Pole Line Rd Post End Date: 12/31/2022 To view full details
and how to apply, please login or create a Job Seeker account
Keywords: Idaho State Job Bank, Pocatello , Tier 1 Help Desk Specialist (Top Secret Clearance required), Other , Pocatello, Idaho
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