Marathon is seeking a TS-cleared Tier 1 Help Desk Support Admin in Pocatello, ID to provide front facing Tier 1 support to end users for either PC, server, or mainframe applications and hardware., supporting approximately 50,000 government and contractor end users both CONUS and OCONUS. We offer the chance to support the world's finest law enforcement organization and help the people that keep us safe. In this job you will support agents, analysts, and professionals and technology they use to fight terrorism, espionage, cyber attacks, and major criminal threats.

We are seeking candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient and professional manner. This position performs activities associated with implementation, integration and support of computer systems in mission critical response operations environment.

Shifts: Seeking flexibility with shifts ranging from First, Second, and Third shift.

Responsibilities include:

• 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 all FBI 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-users 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 extend possible
• Provide expert technical support to customers having varying levels of computing skills
• Provide detailed diagnostic summary for the next tier level support
• Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities
• Interacts with management to facilitate timely problem resolution
• Knowledge in the use of and application of metrics to increase efficiency and solve issues
• Possesses excellent communication skills

Required Skills:

• Must have a current Top Secret Clearance with SCI / Poly eligibility
• Bachelor's Degree or equivalent experience and / or technical certifications
• 0-4 years of experience with Call Center/Help Desk Management
• Strong interpersonal skills
• Advanced understanding of IT Service Management processes
• Ability to work in a 24/7 environment

Desired Skills:

• HDI Certification (preferred)
• Direct experience with Client Service Manager
• Experience with Agile project management
• Previous experience working on a Help Desk-centric program
• Experience with supporting a program with adherence to SLAs
• Experience supporting a customer within Government Law Enforcement

Job Type: Full-time

Pay: $26.16 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Security clearance:

• Top Secret (Required)

Work Location: In person

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