Help Desk Coordinator

Help Desk Coordinator Intermediate

This position requires an active Secret clearance.

Help Desk Coordinator Intermediate, under general supervision, responds to and diagnoses problems through discussions with users. Includes problem recognition, research, isolation and resolution steps as well as resolve fewer complex problems immediately, while more complex problems are assigned to senior level support.

Compensation & Benefits:

Estimated Starting Salary Range for Help Desk Coordinator Intermediate : $47,000 - $56,820

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.

Help Desk Coordinator Intermediate Responsibilities Include:

• Assists trouble tickets opened by users on the Helpdesk site, the Contractor shall review all information for accuracy and coordinate with the user for any additional information required.
• Assists users with CAC pin resets.
• Interfaces with vendor support service groups to ensure appropriate notification during outages or period of degraded system performance.
• Assists with installation of terminals and associated hardware.
• Supports functional users in troubleshooting computer related problems. Polite, patient, and customer focused assistance is a must. Notify users of modified input data/format requirements.
• Adheres to regulations concerning Computer Operations.
• Installs software on PCs SOC operating systems and upgrades, as well as installation and update of COTS software packages including the Microsoft Office Suite.
• Use trouble ticket software (Remedy or other method as mutually agreed upon by COR and Project Manager) to document and maintain all user trouble calls. A Remedy ticket number shall be updated in the Helpdesk ticket for reference.
• Processes all in/Out processing documents. This includes Special Access Authorization Requests (SAARs). Reviews all documentation for accuracy and work with the user for any required information.
• Assists users with completing required Cyber Awareness training when user does not have access to the network.
• Performs other job-related duties as assigned.

Help Desk Coordinator Intermediate Experience, Education, Skills, Abilities requested:

• Two (2) years of experience in computer system/network support. Includes one year of specialized experience related to Hardware PC Technician. Two (2) years' experience with: PC Network, Windows OS, and Active Directory. One (1) year experience working with web-based ticket submission
• Shall be DoD 8140 certified at the IA T Level II at a minimum IAW AFMAN 17-1303, para 3.2.1.2, which includes CCNA Security, CySA+, GIC SP, GSEC, Security+, or SSCP
• Must pass pre-employment qualifications of Cherokee Federal

Company Information:

Cherokee Nation System Solutions (CNSS) provides support, services, and solutions to federal and commercial customers. The company takes a personalized approach to solving our clients' toughest challenges, helping you make the most of your skills. CNSS is part of Cherokee Federal - a team of tribally owned federal contracting companies. For more information, visit cherokee-federal.com.

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List Keywords

Incident management

Service coordination

Ticket tracking

Escalation management

Process improvement

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.