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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Role overview

Confidential Client is seeking an entry-level Tier 1 Help Desk Specialist to provide onsite technical support in Westwood Village, ID. This role supports a large federal customer technical support team and delivers high-quality, courteous IT support in a mission-critical environment. The position is onsite daily in Westwood Village, ID and requires an active Top Secret clearance.

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What You’ll Do

• Provide first-line IT support to end users via phone, ticketing system, and self-service channels.
• Triage, troubleshoot, and resolve or escalate incidents to the appropriate solver group.
• Perform password changes and resets on government enclaves as required.
• Provide desktop software assistance, installations, and configuration guidance.
• Remotely access end-user desktops to diagnose and resolve issues.
• Document troubleshooting steps and write comprehensive diagnostic details in tickets.
• Serve as primary ticket owner, communicating status and next steps to customers until resolution.
• Strive for First Call Resolution (FCR) where possible; escalate complex issues with clear diagnostic summaries.
• Use metrics and documented processes to improve efficiency and reduce repeat incidents.
• Interact professionally with management and peers to expedite problem resolution.

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What We’re Looking For

• Active Top Secret clearance (required).
• 0–4 years experience in call center, customer service, and/or help desk environments.
• Ability to work in a 24/7 support environment.
• Ability to work onsite 5 days per week in Westwood Village, ID.
• Strong interpersonal and customer-service communication skills.
• Comfortable learning new processes, tools, and procedures quickly.
• Bachelor’s degree, equivalent experience, or technical certifications are a plus.

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Compensation & Benefits

This is an SCA-covered position. Pay and benefits under the applicable Department of Labor Wage Determination include:

• Base pay: $54,400 per year (equivalent to $26.16/hour under SCA rules).
• Health & Welfare fringe: $5.42/hour (delivered through benefit plans or as cash equivalent).
• Paid holidays and vacation as specified in the Wage Determination.

Additional benefits:

• Medical, dental, and vision insurance
• 401(k) plan (traditional and ROTH)
• Basic and voluntary life insurance (including AD&D)
• Paid time off and 11 federal holidays
• Training & development opportunities
• Wellness and community outreach programs

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Location & Schedule

• Worksite: Westwood Village, ID (onsite daily).
• Schedule: Must be able to support a 24/7 environment; standard requirement is 5 days per week onsite.
• This role supports government mission-critical operations and requires strict adherence to security procedures.

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Equal Employment Notice

Careertakes and our client comply with applicable federal, state, and local employment laws. Candidates will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. Reasonable accommodations are available for applicants with disabilities during the selection process; please request accommodations through the Careertakes application channels.

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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.