Help Desk Support/Technical Support - Remote

Job Description 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 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 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 implementation, integration and support of computer systems in mission critical response operations environment.

We are proactively building a pipeline of qualified candidates for future opportunities that may arise. If your background aligns with our anticipated needs, a member of our Talent Acquisition team may reach out should a role become available or to proactively screen you for the role.

Provide IT support to all customers.

Receive customer IT queries by multiple methods (phone, self-service, etc.).

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.

Knowledge in the use of and application of metrics to increase efficiency and solve issues.

Active Top Secret Clearance.

• 0-4 years of experience with Call Center, Customer Service, and/or Help Desk environments.
• Strong interpersonal and service-oriented communication skills.
• Bachelor's Degree or equivalent experience or technical certifications (a plus).

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. Performance Bonuses

• Medical Insurance
• Dental Insurance
• Life Insurance (Basic, Voluntary & AD&D)
• 11 Federal Holidays
• Short Term & Long Term Disability
• Training & Development
• Community Outreach Initiatives

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  View email address on us.fitly.work.