Entry Level Tier 1 Help Desk Specialist (Top Secret Clearance required) Position Available In Madison, Alabama

Entry Level Tier 1 Help Desk Specialist (Top Secret Clearance required) Paradyme Management Jun 24, 2025 Entry Level Tier 1 Help Desk Specialist (Top Secret Clearance required)
Job Locations US-AL-Redstone Arsenal Job

ID 2025-2437

Type Full-Time Overview Paradyme, a

CATHEXIS

Company is a rapidly growing government technology leader that puts service first, for its customers, its team and the communities it supports. We harness DevSecOps and Agile development processes to deliver exceptional results for digital transformations. Based in Tysons Corner, VA, our award-winning culture sets it apart through its team’s deep commitment to service and collaboration with its customers, each other and the community. Learn more at

PARADYME

We are hiring for Entry-level Tier 1 Help Desk Support Specialists 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 Responsibilities Qualified candidates will be trained 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 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-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
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 Skillsets:

Active Top Secret Clearance
Ability to work in a 24/7 environment
Ability to work onsite in Huntsville, AL
0-4 years of experience with Call Center, Customer Service, and/or Help Desk environments
Strong interpersonal and service-oriented communication skills
Ability to learn and adapt to new job skills, processes, and procedures
Bachelor’s Degree or equivalent experience or technical certifications (a plus)

Physical 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 Statement Paradyme, a

CATHEXIS

Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact HR@paradyme.us