Service Desk Support Specialist Tier 1

Junior Tier1 Service Desk Support Specialist

As required by our governmental client this position requires an active TS/SCI or a TS with the ability to obtain the SCI

A Junior Tier 1 Service Desk Support Specialist provides technical assistance and support for incoming queries and issues related to computer systems software and hardware. They respond to user requests troubleshoot problems and guide users through stepbystep solutions. They also document incidents manage service requests and escalate complex issues to senior technicians when necessary. Their role ensures efficient and effective resolution of ITrelated issues to maintain smooth business operations.

Compensation & Benefits:

Estimated Starting Salary Range for Junior Tier1 Service Desk Support Specialist: Hourly Negotiable

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.

Junior Tier1 Service Desk Support Specialist Responsibilities Include:

• Serving as the initial customer interface for all local IT issues associated with hardware software and accounts.
• Monitoring voicemails emails and Teams requests for service and/or help; recording information in the ITSM system; assigning ticket priority; and submitting support tickets on behalf of the user when necessary
• Performing initial diagnosis and analysis of incidents and providing immediate resolution and recovery when possible; or facilitating effective handoff escalation of incidents as needed
• Being familiar with all software associated with the Standard Desktop Configuration (MS Office Adobe Current authorized Web Browsers.
• Providing indepth and high level onsite telephone support to the enduser community on problems questions and use related to hardware software and networks; and dispatching field engineers from the appropriate team when applicable
• Setting up configuring using and troubleshooting classified systems and networks.
• Utilizing automated help desk management systems for efficient support operations.
• Ensuring compliance with Department of Defense and Commands Cyber Security policies and processes.
• Performs other jobrelated duties as assigned.

Junior Tier1 Service Desk Support Specialist Experience Education Skills Abilities requested:

• Security certification (or higher) for IAT II certification.
• Compliance with DoD and Commands Cyber Security policies.
• Maintain technical and management certifications as per DoDM 8140.03.
• Successful completion of privileged user account exam covering relevant material and maintain standards and requirements for administrative accounts.
• Experience in computer setup configuration and troubleshooting.
• Training and certifications in automated help desk management systems.
• Three 3 to seven 7 years of help desk experience or related technical field experience.
• Familiarity with software associated with the Standard Desktop Configuration (e.g. MS Office Adobe authorized Web Browsers).
• Knowledge of incident management processes and their application.
• U.S. Citizenship.
• Active TS/SCI clearance or TS clearance with the ability to obtain the SCI and SAP eligibility.
• Must pass preemployment qualifications of Cherokee Federal.

Company Information:

Cherokee Nation Defense Solutions (CNDS) 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 governments mission with compassion and heart. To learn more about CNDS visit cherokeefederal.

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

Similar searchable job titles:

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

Keywords:

• IT Support
• Help Desk
• Technical Support
• Desktop Support
• Service Desk

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 preemployment qualifications of Cherokee Federal.