Help Desk Administrator

at  Cherokee Federal

HELP DESK ADMINISTRATOR

The contractor Help Desk Administrator will support the Federal Emergency Management Agency (FEMA) to support disaster response operations and manage temporary facility support services. A Help Desk Administrator is responsible for providing technical support and assistance to end-users within an organization. They play a crucial role in ensuring that computer systems and software applications are functioning smoothly and efficiently. Their primary responsibilities include addressing user inquiries, troubleshooting hardware and software issues, and resolving technical problems in a timely manner.

HELP DESK ADMINISTRATOR EXPERIENCE, EDUCATION, SKILLS, ABILITIES REQUESTED:

• An associate degree with no less than 3 years of professional experience working as an Administrator preferably in a government environment.
• Travel as a part of work requirements
• Bilingual (English/Spanish) communication skills are not required but are preferred
• Technical Knowledge: Proficiency in troubleshooting hardware and software issues, understanding computer systems, networks, and common software applications.
• Customer Service: Excellent communication skills and a customer-centric approach to provide friendly and professional support to end-users, ensuring a positive customer experience.
• Problem-solving: Ability to analyze and resolve technical problems efficiently, employing logical thinking and troubleshooting techniques to identify root causes and implement effective solutions.
• Time Management: Strong organizational skills to prioritize and handle multiple support requests simultaneously, meeting deadlines and maintaining productivity in a fast-paced environment.
• Ability to communicate clearly and effectively via oral and written means
• Ability to remain calm in the midst of difficult circumstances and emergencies
• Advanced knowledge of disaster services and community resources; Federal, state, tribal and territorial disaster assistance programs, housing & utility assistance
• Proficient in utilizing Outlook, Word and Excel; PowerPoint, and SharePoint
• The ability to successfully pass a drug screen and a federal background check is mandatory
• Past applicable job experience may include, but is not limited to: Helpdesk Technician, Customer Service Support, or IT Support Specialist.
• Must pass pre-employment qualifications of Cherokee Federal

• Receives customer assistance requests, log requests into tracking system, and assign, plan and schedule follow-up tasks
• Contacts vendors to diagnose software and hardware issues or schedule equipment repairs
• Provides telecommunication services with vendors, staff, occupants and non-occupants
• Provide applicants with appropriate referrals to other Federal, State, and local agencies
• Communicate with disaster occupants and non-occupants to discuss emergency relief services and information regarding the assistance process and disaster assistance programs
• Provide the best possible level of service to applicants requiring assistance
• Understands disaster assistance protocols, SOPs, and guidelines
• Provide help desk services for all vendors, personnel, staff, and occupants
• Adhere to Quality Assurance and Quality Control, SOPs, and Site Manager guidance and direction
• Ability to use multiple types of computer systems such as laptops, scanners, and handheld devices
• Ability to organize data for processing and reporting
• Ability to multi-task multiple tasks at the same time
• Ability to provide customer service within a difficult environment
• Ability to disseminate information and ensure it is processed properly
• Provide daily reports and logs to Site Manager
• Knowledge of federal ADA requirements
• Ability to adhere to safety guidelines, regulations, and company policies
• Performs other job-related duties as assigned