Job Description
Help Desk Support Service Specialist Intermediate
Cherokee Nation Management & Consulting (CNMC) 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 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 Intermediate: $33.22 - $34 Hourly
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 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:

• Bachelor's Degree (in Computer Science, IT, or relevant field preferred).
• 3 years relevant work experience.
• HDI or A certification preferred/desired.
• Net 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.
• Patience and understanding.
• Intermediate 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 Google Apps/Gmail & Microsoft Outlook.
• 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 Management and Consulting (CNMC) 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. CNMC is part of Cherokee Federal - a team of tribally owned federal contracting companies. For more information, visit cherokee-federal.com.
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Similar searchable job titles

1. Help Desk Support Specialist II
2. Technical Support Specialist Intermediate
3. Service Desk Specialist
4. IT Support Specialist Intermediate
5. Desktop Support Specialist Intermediate

Keywords

1. Advanced Troubleshooting
2. Ticket Resolution
3. User Training and Guidance
4. Service Level Agreement (SLA) Compliance
5. 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, Accommodation request, and Presidential EO 14042 Notice.