Help Desk Technician

at  Cherokee Federal

HELP DESK TECHNICIAN

As required by our governmental client, this position requires an active Secret clearance.
The Help Desk Technician at Cherokee Federal is a crucial role responsible for managing and coordinating incident handling, problem resolution, service fulfillment, and change requests for end users of both unclassified and classified systems. As the initial point of contact for our government client, you’ll utilize exceptional technical and customer service skills to swiftly resolve issues. Your role involves providing support for hardware, software, peripherals, and mobile devices, as well as ensuring the smooth operation of video conferencing and collaboration tools. A Secret clearance and Security+ certification are mandatory for this role, in alignment with DoD 8570.1M requirements.

• Act as the first point of contact, managing incidents, problems, service requests, and changes for end users across various systems.
• Coordinate with government service integrators and other providers to resolve issues and fulfill service requests.
• Provide an interface between the Help Desk and application-specific Help Desks, government partners, and third-party providers.
• Support Incident, Problem, and Request Management using ITIL service framework and best practices.
• Troubleshoot, prioritize, research, and document user problems within tickets, escalating as needed.
• Assist with configuring, installing, and supporting end-user hardware, software, peripherals, and mobile devices.
• Provide recovery and restoration assistance for lost files and support deployment of mobile devices.
• Offer technical support for secure and non-secure video systems, including video conferencing and collaboration tools.
• Operate, maintain, configure, and test video conferencing services in unclassified modes.
• Troubleshoot issues involving Microsoft Windows, desktop applications, collaboration tools, email, etc.
• Performs other job-related duties as assigne