Job Description

Tier 1 Help Desk Openings

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 Huntsville, AL. We are first and foremost seeking candidates with:

• Active Top Secret clearances at a minimum
• Ability to work onsite at a secured federal facility in Huntsville, AL
• 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 Huntsville, AL
• 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

Group id: 10477716

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