Paradyme Management is seeking Top Secret-cleared Tier 1 Help Desk Support Specialist to work in Huntsville, AL 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
ResponsibilitiesResponsibilities include:
Provide IT support to all customersReceive 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 groupTriage and troubleshoot tickets submittedChange and reset passwords on all FBI enclavesProvide desktop software application assistance and installationResolve trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entitiesRemotely access the end-user’s desktop to provide supportProvide customers with status of the ticket and serve as primary support admin through ticket resolutionGive guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possibleProvide expert technical support to customers having varying levels of computing skillsProvide detailed diagnostic summary for the next tier level supportWriting comprehensive diagnostic details in tickets after troubleshooting and triage activitiesInteracts with management to facilitate timely problem resolutionKnowledge in the use of and application of metrics to increase efficiency and solve issuesPossesses excellent communication skillsRequired Skillsets:
Active Top Secret ClearanceAbility to work in a 24/7 environmentAbility to work onsite at Redstone Arsenal in Huntsville, AL0-4 years of experience with Call Center, Customer Service, and/or Help Desk environmentsStrong interpersonal and service-oriented communication skillsAbility to learn and adapt to new job skills, processes, and proceduresBachelor's Degree or equivalent experience or technical certificationsDesired Skillsets: (not required)
Direct experience with HP Service Manager or similar (ServiceNow, Remedy, or Jira) is a PlusAdvanced understanding of IT Service Management processes is a PlusHDI Certification (preferred)Experience with Agile project managementPrevious experience working on a Help Desk-centric programExperience with supporting a program with adherence to SLAsExperience supporting a customer within Government Law EnforcementPhysical Requirements: These are the essential physical requirements needed to successfully perform the job.
Sedentary work.Requires sitting up to 8 hours per day.May require lifting up to 5 pounds unassisted.Fine repetitive motor skills with hands, wrists, and fingers in coordination with eyes.Hearing, speaking, and vision: Adequate to perform job duties and communicate in person, via video, and telephone. Includes reading information from printed sources and computer screens.Other: Work may be performed in an office environment, which may involve frequent contact with staff and the public. Work may be stressful at times. EEO StatementParadyme is a federal contractor and an EEO and an Affirmative Action Employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, pregnancy-related disability, physical or mental disability, genetic information, sexual orientation, marital status, familial status, personal appearance, occupation, citizenship, veteran or military status, gender identity or expression, or any other characteristic protected by federal, state or local law.
Paradyme Management, Inc. is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Paradyme will take the steps to ensure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact Rose Luczak, Director of People Operations at rose.luczak@paradyme.us or at (571) 289-0548
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