Tier I Service Desk Technician (Help Desk… at Cherokee… · Chicago

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 - $70,000

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 
• 3-5 years prior Help Desk experience.
• Certifications required: 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 #LI-ONSITE #LI-CG #AppC

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.