Help Desk Agent

Helpdesk Agent

**This position is temporary**

The Help Desk Agent is an integral component of a team providing friendly, expert, professional support for a Centralized Service Desk supporting 100,000 users nationwide and internationally.  The Help Desk agent handles and resolves various incidents related to web based program access and usage in support of a Federal entity and their industry users. 

Compensation & Benefits:

Estimated Starting Salary Range for Helpdesk Agent: $16.30 - $16.50 hourly

Pay commensurate with experience.

Helpdesk Agent Responsibilities Include: 

• Provides Tier 1 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). Properly escalate unresolved issues to next level of support.
• Assists the customer base in troubleshooting and configuration of Internet browser settings. 
• Requires the agent be responsible for ticket entry in ticketing system, documenting, tracking, and monitoring the incident to ensure a timely resolution. 
• Possess the ability to communicate effectively and professionally (both verbal and written) with the customer and exceed customer expectations. 
• Requires the agent to have working knowledge of Microsoft Outlook and other Microsoft applications such as Word, Excel. 
• Ability to work efficiently, professionally, and effectively in a high-paced Helpdesk/Call Center environment.  Ability to multitask.
• Requires dependability, punctuality. 
• Candidate must be able to see, hear, read, and write. 

Helpdesk Agent Experience, Education, Skills, Abilities requested: 

• Minimum of a High school diploma or equivalent is required.
• One (1) year of technical support experience preferred.
• One (1) year of experience in call center or help desk environment is preferred.
• Working knowledge of Windows 10.
• Working Knowledge of MS Edge, Mozilla Firefox, Google Chrome (understands Configuration Settings, how to access/update settings)
• Basic knowledge of Microsoft Office products (Outlook, Excel, Word, MS TEAMS)
• Basic knowledge of computer file structure and utilization of various computer tools (IE: snipping tool, basic commands)
• Must pass pre-employment qualifications of Cherokee Federal
• Per our government client, US Citizenship is required

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-SB1

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

Titles:

1. Technical Support Specialist
2. Customer Service Help Desk Agent
3. IT Support Representative
4. Frontline Technical Assistance
5. User Support Specialist

Keywords:

1. Customer service
2. Technical support
3. Help desk
4. Incident resolution
5. IT troubleshooting

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, and Accommodation request.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.