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Cherokee Federal · 12 hours ago

Service Desk Support Specialist Tier 1

Dahlgren, VA

Full-time

Onsite

Mid Level

$75K/yr - $75K/yr

3+ years exp

Cherokee Federal is a division of tribally owned federal contracting companies focused on serving the government's mission. They are seeking a Tier-1 Service Desk Support Specialist to provide technical assistance and support for incoming queries related to computer systems, software, and hardware, ensuring efficient resolution of IT-related issues.

GovernmentNon ProfitProfessional ServicesPublic Relations

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide walk-in and live, onsite telephone coverage during NSH

Answers customer telephone calls and emails to the Service Desk during NSH

Monitors voicemails, emails, and Teams requests for service and/or help

Records any additional information obtained from the user in the ITSM system

Assigns ticket priority based on the applicable Standard Operating Procedures (SOP)

Performs initial diagnosis and analysis of incidents and provide immediate resolution and recovery, if possible

Provides effective hand-off escalation of incidents that cannot be addressed by the initial contact

Updates ticket by adding worklog information as required

Monitors status of all open tickets and escalate, as appropriate

Coordinates resolution with other internal and external teams, as appropriate

Provides advice and guidance to users regarding restoration of interrupted service and outage communication

Account-related services for user issues (when users are on and/or off JWAC facility premises): creation, deletion, unlock, password reset

Picks up equipment from the JWAC JP Assets division, deliver it to a user, install it, and troubleshoot any issues

Removes hardware when needed. Equipment to be delivered/installed and/or removed will include workstations, monitors, KVMs, peripherals, VoIP phones, printers, and other typical office equipment and hardware

Configures, installs, and troubleshoots JWAC-approved laptops, desktops, printers, network-connected copiers, scanners, and other office IT equipment

Performs system deployment, i.e., build/rebuild of Windows 10/11 workstations (physical and virtual), build of Windows 2016/2022 servers (physical and virtual), build of Red Hat Linux systems

Provides first line of customer support, responsible for obtaining necessary information from the customer and either providing the solution or escalating to Tier 2 support

Assists the JWAC Registry and Assets divisions with inventories, shall perform as JIRA administrator for Service Desk Automations, shall contact vendors for third-party support and shall escort when necessary, as well as performing records management (e.g., recording personnel incoming and departing)

Qualification

Help Desk ExperienceSecurity+ CertificationWindows 10/11 DeploymentTechnical SupportComputer TroubleshootingCustomer ServiceInventory ManagementTeam Collaboration

Required

US Citizen

Active TS/Sensitive Compartmental Information (SCI) clearance

Three (3) to seven (7) years of help desk experience or related technical field experience

Security+ certification (or higher) for IAT II certification and maintain technical and management certifications as per DoDM 8140.03

Compliance with DoW and Command's Cyber Security policies

Must be able to pass the DoW privileged user account exam covering relevant material and maintain standards and requirements for administrative accounts

Experience in computer set-up, configuration, and troubleshooting

Experience with software associated with the Standard Desktop Configuration (e.g., MS Office, Adobe, authorized Web Browsers)

U.S. Citizenship

Active TS/SCI clearance and SAP eligibility

Must pass pre-employment qualifications of Cherokee Federal

Benefits

Medical

Dental

Vision

401K

Other possible benefits as provided

Company

Cherokee Federal

Cherokee Federal, a division of Cherokee Nation Businesses, is a trusted team of government contracting professionals who can rapidly build innovative solutions.

Founded in 1969

Tulsa, Oklahoma, USA

5001-10000 employees