Helpdesk Support Services Specialist Intermediate

Helpdesk Support Services Specialist Intermediate

The Help Desk Support Services Specialist under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications and hardware. Handle problems that the first tier of help desk support is unable to resolve. Interact with network services, and/or applications development to restore service and/or identify and correct core problem.

As required by our governmental client, this position requires being a US Citizen and ability to obtain an active Secret clearance.

Compensation & Benefits:

Estimated Starting Salary Range for Help Desk Support Service Specialist Intermediate 29.50-31.25

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:

Education

• Bachelor's Degree (in Computer Science, IT, or relevant field preferred)

Required

• 3 years of relevant work experience in a help desk environment
• CompTIA Sec + Required

Technical Knowledge

• 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
• Advanced knowledge of help desk software and remote-access systems
• Ability to troubleshoot complex hardware and software issues
• Utilize remote tools to support remote users

Soft Skills

• Excellent analytical and diagnostic skills
• High-level communication skills
• Patience and understanding
• Adherence to Service Level Targets or Agreement

Other

• Schedule days M-F
• Travel - Not expected
• Ability to obtain a Secret Clearance, US Citizenship required
• 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.

#CherokeeFederal #LI-SB1

Similar searchable job titles

• Help Desk Support Specialist II
• Technical Support Specialist Intermediate
• Service Desk Specialist
• IT Support Specialist Intermediate

Desktop Support Specialist Intermediate

Keywords

• Advanced Troubleshooting
• Ticket Resolution
• User Training and Guidance
• Service Level Agreement (SLA) Compliance
• Software and Hardware Configuration

Legal Disclaimer:

All qualified applicants will receive consideration for employment without regard to protected veteran status, disability or any other status protected under applicable federal, state or local law.

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