Tier 1 Help Desk Specialist with Security Clearance

OverviewParadyme 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 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 extend 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: Bachelor''s Degree or equivalent experience and / or technical certificationsDirect experience with HP Service Manager or similar (ServiceNow, Remedy, or Jira)1-4 year of experience with Call Center and/or Help Desk environmentsStrong interpersonal and communication skillsAdvanced understanding of IT Service Management processesTop Secret ClearanceAbility to work in a 24/7 environmentDesired Skillsets: (not required) HDI 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 Enforcement

Created: 2025-10-04