Tier 1 Help Desk Specialist; req

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.

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,  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 hardwareಐ 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.

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 thatę supports our shared values البل goals. Our values are centered around Respect, Engagement, Customer Service, Integrity, Teamwork, and Excellence in everything we do for our employees, clients, 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.

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

깨뜨
• Active Top Secret Clearance
• Ability to work in a 24/7 environment
• Ability to work 5 days/wk onsite in Pocatello,
• 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)

CATHEXIS offers competitive compensation packages to all eligible employees. Our goal is to provide a compensation package that reflects the value you bring to our team, is competitive with national average market rates, and promotes your financial security and personal well‑being. The annual salary for this role is $54,400. Please note that the salary information provided is a general guideline. CATHEXIS considers various factors in its final offer, including location, qualifications, experience, and skills.

• Perfor…