Tier 1 Help Desk Specialist

Company: Paradyme Management Inc.
Location: Huntsville
Posted on: May 16, 2022

Job Description:

Paradyme Management is seeking Top Secret-cleared Tier 1 Help Desk Support Specialist to work in Huntsville, AL and 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 extend 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:
Bachelor's Degree or equivalent experience and / or technical certifications
Direct experience with HP Service Manager or similar (ServiceNow, Remedy, or Jira)
1-4 year of experience with Call Center and/or Help Desk environments
Strong interpersonal and communication skills
Advanced understanding of IT Service Management processes
Top Secret Clearance
Ability to work in a 24/7 environment

Desired Skillsets: (not required)
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

Keywords: Paradyme Management Inc., Huntsville , Tier 1 Help Desk Specialist, Other , Huntsville, Alabama