Help Desk Support Service Specialist - Senior

Job Description

Help Desk Support Service Specialist - Senior

As required by our governmental client, this position requires being a US Citizen.

Cherokee Nation Integrated Health will provide expertise on federal projects supporting the National Park Service IT project including the internal Service Desk. The service

desk provides IT support to NPS personnel at various locations and nationwide as needed. The locations shall provide support to NPS customers via remote tools and at their respective addresses.

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 :

• Estimated Starting Salary Range for Help Desk Support Service Specialist - Senior : 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 Support Service Specialist - Senior Responsibilities Include :

• Perform resolutions on escalated tickets for common issues, customer training, and advanced troubleshooting and support, equivalent Tier II support.
• Troubleshoot, resolve, and provide solutions to end-user problems involving workstations, laptops, tablets, smartphones, and standard software / applications.
• Researching / analyzing new business software / technology to be utilized in the work environment.
• Respond to issues and requests over the phone, 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.
• Manage projects and meet required deadlines, presenting data to federal management.
• Train employees on new standards and procedures.
• Assisting in the documentation of standard operating procedures.
• Walk customer through problem-solving process remotely.
• Performs other job-related duties as assigned.

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

• Bachelor's degree in computer science, 6 years relevant work experience.
• HDI or A+ certification preferred.
• 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.
• Team management skills.
• Patience and understanding.
• Advanced level of experience with Active Directory, Windows Server, and Workstation operating systems.
• Understanding of TCP / IP and basic commands to resolve network connectivity issues for end users.
• 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.
• Familiarity with Microsoft Office environment.
• Utilize remote tools to support remote users.
• Adherence to Service Level Targets or Agreements.
• Must pass pre-employment qualifications of Cherokee Federal.

Company Information :

Cherokee Nation Integrated Health (CNIH) 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 CNIH , visit cherokee-federal.com.

CherokeeFederal #LI

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

Similar searchable job titles

• Technical Support Specialist
• IT Support Specialist
• Desktop Support Technician
• Customer Support Specialist
• Service Desk Analyst

Keywords

• Troubleshooting
• Ticketing System
• End-User Support
• Hardware and Software Maintenance
• Incident Management

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.

Please Note : This position is pending a contract award. If you are interested in a future with Cherokee Federal, APPLY TODAY! Although this is not an approved position, we are accepting applications for this future and anticipated need.