Helpdesk Support Services Specialist Intermediate

Help Desk Support Service Specialist Intermediate

***This position requires an active Secret clearance or the ability to obtain a Secret clearance to be considered.***

***Job location: Tyndall AFB,FL***

The service desk will provide first line support (tier I and tier II support) to the end users that will include recording, troubleshooting, and providing solutions to end-user IT related issues involving NPS owned workstations, laptops, mobile devices, standard software and applications. A ticketing system will be used to record, manage and track the life cycle of end user IT related issues.

Compensation & Benefits:

Pay commensurate with experience. $125,000.00-$129,000.00 per year.

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

Help Desk Support Service Specialist Intermediate Responsibilities Include:

• Perform first call resolutions for common issues, customer training, and advanced (equivalent Tier II support) troubleshooting and support.
• Troubleshoot, resolve and provide solutions to end-user problems involving workstations, laptops, tablets, smartphones and standard software/applications.
• Analyze software and business applications; troubleshoot issues.
• Respond to issues and requests over the phone, via email or in-person.
• Follow up with customers ensuring their issues and requests are resolved.
• Ability to work cooperatively and independently to research and document issues and solutions.
• Ability to work collaboratively with multiple enterprise teams to provide complete support to the end user.
• Walk customer through problem-solving process.
• Other service desk duties as assigned.

Help Desk Support Service Specialist Intermediate Experience, Education, Skills, Abilities requested:

• 3 years relevant work experience.
• IA Technician (IAT) Level II (to include a Security+ CE certification).
• Advanced knowledge of computer software systems, including databases, office applications, and operating systems.
• Excellent analytical and diagnostic skills.
• Advanced knowledge of help desk software and remote-access systems.
• High-level communication skills.
• Ability to troubleshoot complex hardware and software issues.
• Patience and understanding .
• Intermediate level of experience with Active Directory, Windows Server and Workstation operating systems,
• Intermediate to advanced level of experience with DHCP (reserving IP addresses and creating static IPs).
• Advanced level experience with Microsoft Configuration Manager Console (SCCM) and client deployments.
• Utilize remote tools to support remote users.
• Adherence to Service Level Targets or Agreements.
• Must pass pre-employment qualifications of Cherokee Federal.

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Keywords

Advanced Troubleshooting

Ticket Resolution

User Training and Guidance

Service Level Agreement (SLA) Compliance

Software and Hardware Configuration

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, and Accommodation request.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.