Entry-Level Tier I Help Desk Specialist with Security Clearance

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