About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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Position Overview

This is an entry-level Tier 1 Help Desk Specialist role supporting a federal customer. The position is based in Pocatello, ID and requires an Active Top Secret (TS) clearance. You will provide first-line technical support for end users (PC, server, or mainframe environments) as part of a large enterprise support team. This role requires strong customer service skills, attention to detail, and the ability to follow security and operational procedures in a mission-critical environment. The employer is a confidential client in the IT industry.

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What You’ll Do

• Provide IT support to customers via phone, ticketing system, and remote access.
• Triage, troubleshoot, and resolve Tier 1 incidents and service requests.
• Perform password resets and account maintenance on designated enclaves.
• Install and support desktop software applications.
• Achieve First Call Resolution (FCR) when possible; escalate appropriately when not.
• Document diagnostic steps, troubleshooting notes, and resolution details in tickets.
• Provide clear status updates and act as the primary support admin until ticket resolution.
• Offer guidance to users to prevent issue recurrence and improve user experience.
• Create detailed diagnostic summaries for higher-tier support teams.
• Work with management and metrics to improve team performance and efficiency.
• Maintain professional, courteous communication with users of varying technical skill.

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What We’re Looking For

• Active Top Secret (TS) clearance required.
• 0–4 years experience in call center, customer service, and/or help desk environments.
• Ability to work in a 24/7 support model with flexible scheduling.
• Ability to work onsite 5 days per week in Pocatello, ID.
• Strong interpersonal and service-oriented communication skills.
• Quick learner with the ability to adapt to new processes and technologies.
• Bachelor’s degree or equivalent experience; technical certifications are a plus.

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Compensation & Benefits

• Annual salary: $54,400 (provided as a guideline; final offer may vary based on experience and location).
• Performance bonuses
• Medical, dental, and vision insurance
• 401(k) Plan (Traditional and ROTH)
• Life insurance (Basic, Voluntary & AD&D)
• Paid time off and 11 federal holidays
• Parental leave
• Commute benefits
• Short-term & long-term disability
• Training & development programs
• Wellness and community outreach initiatives

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Work Location & Schedule

• Primary work location: Pocatello, ID — onsite 5 days per week.
• Shift flexibility is required to support a 24/7 environment; schedules may include nights, weekends, and holidays as needed.

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About the Confidential Client

The hiring organization is a confidential client operating in the IT industry, supporting federal missions with enterprise IT services, technical support, and programmatic operations.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.