Tier 1 Help Desk Specialist -TS Clearance required

CATHEXIS

Job Overview

Location

Huntsville, Alabama, United States

Salary

USD 54,400 annual

Employment Type

Full-time

Work Arrangement

On-site

Sector

Information Technology & Software

Experience Level

Entry Level (0-2 years)

Application Deadline

June 21, 2026

About the Company

Team CATHEXIS is a distinguished partner in the government contracting sector, renowned for its commitment to rapid response, deep expertise, and insightful problem-solving. For over 18 years, CATHEXIS has been dedicated to supporting federal agencies by providing top-tier program and project management, data analytics, and audit services. Their operational excellence is built on an integrated approach, ensuring clients can focus on their core missions.

The company fosters a culture of "all-in" mentality, where employees are encouraged to strive for continuous improvement and mutual growth. CATHEXIS values integrity, ownership, collaboration, and purposeful action in all its endeavors. They believe in leading with empathy, upholding high ethical standards, and appreciating the diverse strengths of their team members. This approach empowers employees to deliver innovative and trusted results, creating a rewarding environment for both staff and clients.

Job Description

Join CATHEXIS, a leader in elevating the government contracting experience through exceptional service and innovative solutions. We are seeking a motivated Entry-Level Tier 1 Help Desk Specialist to provide critical technical support to our federal clients in Huntsville, Alabama.

In this vital role, you will be the first point of contact for approximately 50,000 users, addressing their IT needs across various platforms. Your responsibilities will include managing incoming queries, troubleshooting technical issues, resetting passwords, and providing desktop application assistance. You will play a key part in ensuring the smooth operation of systems that support national security initiatives.

This position requires a commitment to providing high-quality, courteous support in a mission-critical environment. You will work closely with end-users, documenting issues thoroughly and escalating when necessary, while striving for first-call resolution. This is an excellent opportunity to build your career in IT support within a dynamic and impactful organization.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Top Secret ClearanceHelp Desk SupportCustomer ServiceTicket ManagementPassword ResetsDesktop SupportRemote TroubleshootingCommunication Skills

Key Responsibilities

Provide IT support to all customers via phone, self-service portals, and other methods.
Receive, triage, and troubleshoot customer IT queries, ensuring detailed information is captured in tickets.
Perform password changes and resets across all relevant systems.
Offer assistance with desktop software applications, including installation and troubleshooting.
Resolve trouble tickets, aiming for first-call resolution or escalating to appropriate support teams.
Utilize remote access tools to provide direct end-user support.
Communicate ticket status to customers and serve as the primary support administrator until issue resolution.
Guide customers through issue resolution and provide advice to prevent recurrence.
Deliver expert technical support to users with diverse computing skill levels.
Write comprehensive diagnostic summaries for escalation to higher support tiers.
Interact with management to ensure timely problem resolution.
Apply knowledge of metrics to enhance efficiency and resolve issues effectively.
Demonstrate excellent communication and interpersonal skills.

Qualifications

Active Top Secret Clearance required.
Ability to work in a 24/7 operational environment with flexible scheduling.
Must be able to work 5 days per week on-site in Huntsville, AL.
0-4 years of experience in Call Center, Customer Service, and/or Help Desk environments.
Strong interpersonal and service-oriented communication skills.
Demonstrated ability to learn and adapt to new job skills, processes, and procedures.
Bachelor's Degree or equivalent experience is preferred; technical certifications are a plus.

Benefits & Perks

Performance Bonuses
Medical Insurance
Dental Insurance
Vision Insurance
401(k) Plan (Traditional and ROTH)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off
11 Federal Holidays
Parental Leave
Commute Benefits
Short Term & Long Term Disability
Training & Development opportunities
Wellness Program
Community Outreach Initiatives

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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The IT support landscape is rapidly evolving, with a growing demand for specialized assistance in government contracting. This Tier 1 Help Desk Specialist role is crucial for maintaining the operational integrity of critical national security missions. You will be instrumental in providing first-level technical support, ensuring seamless functionality of IT systems for approximately 50,000 users globally. Your contributions will directly impact the efficiency of operations related to counter-terrorism, espionage, and cyber defense. Key technical areas include ticket management, password resets, desktop application support, and remote troubleshooting. This position offers a significant opportunity to impact business ROI by ensuring system uptime and user productivity in a high-stakes environment.