Tier I Service Desk Technician (Help Desk Technician) at Cherokee Federal

Chicago, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

70000.0

Posted On

14 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Tier I Support, Help Desk, Phone Support, Live Chat, Email, Account Access, Password Resets, Troubleshooting, Ticketing System, Windows 10, Hardware Configuration, Mobile Device Support, ITIL Foundations, Comptia A+, Comptia Network+, Comptia Security+

Industry

Business Consulting and Services

Description

Tier I Service Desk Technician – Helpdesk/Phone Support ***As required by our governmental client, this position requires you to be a US Citizen and be able to obtain a Public Trust.*** The Tier I Service Desk Technician – Helpdesk/Phone Support must be fluent in reading, writing, and speaking English . This role serves on-site at the customer’s headquarters facility based on the following shifts: • (1) Monday through Friday from 6:00AM to 2:00PM Tier I Service Technicians will maintain a rotating on-call schedule for one (1) on-site 10-hour Saturday shift per month Compensation & Benefits: Estimated Starting Salary Range for Tier I Service Desk Technician – Helpdesk/Phone Support: $67,000 - $70,000 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. Tier I Service Desk Technician – Helpdesk/Phone Support Responsibilities Include: * Provides Tier I technical support for Industry users who are utilizing various web accessed programs via phone, live chat, and email. * Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports) * Assists the customer base in troubleshooting and configuration of Internet browser settings. * Responsible for ticket entry in ticketing system, documenting, tracking, and monitoring the incident to ensure a timely resolution. * Performs other duties as assigned. Tier I Service Desk Technician – Helpdesk/Phone Support Experience, Education, Skills, Abilities requested: * High school diploma or equivalent; fluent in reading, writing and speaking English * 3-5 years prior Help Desk experience. * Certifications required: ITIL Foundations, Comptia A +, Comptia Network +, Comptia Security+ * Working knowledge of Windows 10 and later operating systems * Hardware experience: HP/Dell laptops, desktop hardware and printers; Apple iPhones, iPads and Microsoft Surface tablets * Software experience: Attachmate Reflection Suite, SQL, HTML, JavaScript, Active Directory, Microsoft SCCM, MBAM/BitLocker, Adobe, CISCO, and Intune for mobile, Microsoft System Center Service Manager (MSCSM) * Wireless experience: 802.11 protocols and Level I/II VoIP operations and troubleshooting * Mobile Devices experience: Ability to support and maintain mobile devices, including experience with device management * Asset Intelligence experience: Asset management processes, including IT hardware and software and software licenses. * Knowledge of incident and problem management. * Experienced with collaboration within help desk teams, team player, client focused. * Excellent working knowledge of MS Office products (Excel, Word, etc.) * Strong analytic skills, attention to detail, demonstrate strong and orderly thought process. * Ability to independently research problems and locate solutions using industry tools, web resources, and vendor sources. * Ability to communicate effectively and professionally with excellent listening skills. * Ability to troubleshoot issues. * Professional phone demeanor. * Ability to learn quickly and retain information. * Ability to type/keyboard at 40 wpm or better. * Ability to utilize proper grammar in all written communications. * Ability to multitask efficiently (enter a ticket and listen to a user/Live Chat and assist a caller). * Prompt and reliable. * Ability to use the latest IM communication tool (i.e., Skype for Business or Jabber). * Must pass pre-employment qualifications of Cherokee Federal Company Information: Cherokee Nation System Solutions (CNSS) 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 government’s mission with compassion and heart. To learn more about CNSS, visit cherokee-federal.com. #CherokeeFederal #LI #LI-ONSITE #LI-CG #AppC Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply. Tier I Service Desk Technician Help Desk Experience IT Certifications Windows Operating Systems Mobile Device Support Tier I Service Desk Technician Help Desk Support Specialist IT Support Analyst Desktop Support Technician Technical Customer Support Representative Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, Accommodation request, and Presidential EO 14042 Notice.

Responsibilities

This role provides Tier I technical support to industry users accessing web-based programs via phone, live chat, and email, handling issues like account access and password resets. Responsibilities also include troubleshooting browser settings and meticulously documenting and tracking incidents within the ticketing system until resolution.