Help Desk Administrator II

Tier I Service Desk Technician - Helpdesk/Phone Support

***As required by our governmental client, this position requires you to be a US Citizen and be able to obtain a Public Trust.***

The Tier I Service Desk Technician - Helpdesk/Phone Support must be fluent in reading, writing, and speaking English . This role serves on-site at the customer's headquarters facility based on the following shifts:

• (1) Monday through Friday from 6:00AM to 2:00PM

Tier I Service Technicians will maintain a rotating on-call schedule for one (1) on-site 10-hour Saturday shift per month

Compensation & Benefits:

Estimated Starting Salary Range for Tier I Service Desk Technician - Helpdesk/Phone Support: $67,000 - $77,000

Pay commensurate with experience.

Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice.

Tier I Service Desk Technician - Helpdesk/Phone Support Responsibilities Include:

• Provides Tier I technical support for Industry users who are utilizing various web accessed programs via phone, live chat, and email.
• Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports)
• Assists the customer base in troubleshooting and configuration of Internet browser settings.
• Responsible for ticket entry in ticketing system, documenting, tracking, and monitoring the incident to ensure a timely resolution.
• Performs other duties as assigned.

Tier I Service Desk Technician - Helpdesk/Phone Support Experience, Education, Skills, Abilities requested:

• High school diploma or equivalent; fluent in reading, writing and speaking English
• One (1) to three (3) years prior Help Desk experience.
• Certifications preferred: ITIL Foundations, Comptia A +, Comptia Network +, Comptia Security+
• Working knowledge of Windows 10 and later operating systems
• Hardware experience: HP/Dell laptops, desktop hardware and printers; Apple iPhones, iPads and Microsoft Surface tablets
• Software experience: Attachmate Reflection Suite, SQL, HTML, JavaScript, Active Directory, Microsoft SCCM, MBAM/BitLocker, Adobe, CISCO, and Intune for mobile, Microsoft System Center Service Manager (MSCSM)
• Wireless experience: 802.11 protocols and Level I/II VoIP operations and troubleshooting
• Mobile Devices experience: Ability to support and maintain mobile devices, including experience with device management
• Asset Intelligence experience: Asset management processes, including IT hardware and software and software licenses.
• Knowledge of incident and problem management.
• Experienced with collaboration within help desk teams, team player, client focused.
• Excellent working knowledge of MS Office products (Excel, Word, etc.)
• Strong analytic skills, attention to detail, demonstrate strong and orderly thought process.
• Ability to independently research problems and locate solutions using industry tools, web resources, and vendor sources.
• Ability to communicate effectively and professionally with excellent listening skills.
• Ability to troubleshoot issues.
• Professional phone demeanor.
• Ability to learn quickly and retain information.
• Ability to type/keyboard at 40 wpm or better.
• Ability to utilize proper grammar in all written communications.
• Ability to multitask efficiently (enter a ticket and listen to a user/Live Chat and assist a caller).
• Prompt and reliable.
• Ability to use the latest IM communication tool (i.e., Skype for Business or Jabber).
• Must pass pre-employment qualifications of Cherokee Federal

Company Information:

Cherokee Nation System Solutions (CNSS) is a part of Cherokee Federal - the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government's mission with compassion and heart. To learn more about CNSS, visit cherokee-federal.com.

#CherokeeFederal #LI-CK1

Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

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Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, Accommodation request, and Presidential EO 14042 Notice.