Job Description

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

Job Tags

Work at office, Remote work,

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