What are the responsibilities and job description for the Help Desk Support Service Specialist, Intermediate position at Cherokee Nation Businesses?
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Perform first call resolutions and dispatcher responsibilities for common issues, customer training, and troubleshooting and support.
- Troubleshoot, resolve and provide solutions to end-user problems involving workstations, laptops, tablets, smartphones and standard software/applications.
- Analyze software and business applications; troubleshoot issues.
- Respond to issues and requests over the phone, via email or in-person.
- Follow up with customers ensuring their issues and requests are resolved.
- Ability to work cooperatively and independently to research and document issues and solutions.
- Ability to work collaboratively with multiple enterprise teams to provide complete support to the end user.
- Walk customer through problem-solving process.
- Other service desk duties as assigned.
SUPERVISORY/MANAGEMENT AUTHORITY
- Non-supervisory. Reports to Program Manager.
EDUCATION and/or EXPERIENCE
- Bachelor’s Degree (in Computer Science, IT, or relevant field preferred).
- 3 years relevant work experience.
- HDI or A certification preferred/desired.
- Net certification preferred.
- Advanced knowledge of computer software systems, including databases, office applications, and operating systems.
- Excellent analytical and diagnostic skills.
- Advanced knowledge of help desk software and remote-access systems.
- High-level communication skills.
- Ability to troubleshoot complex hardware and software issues.
- Patience and understanding.
KNOWLEDGE, SKILLS AND ABILITIES
- Must maintain or possess a Public Trust.
- Successfully pass a federal background check and a drug screen.
- This position requires candidates to have US Citizenship
- Intermediate level of experience with Active Directory, Windows Server and Workstation operating systems,
- Understanding of TCP/IP and basic commands to resolve network connectivity issues for end users.
- Intermediate to advanced level of experience with DHCP (reserving IP addresses and creating static IPs).
- Advanced level experience with Microsoft Configuration Manager Console (SCCM) and client deployments.
- Familiarity with Google Apps/Gmail & Microsoft Outlook.
- Utilize remote tools to support remote users.
- Adherence to Service Level Targets or Agreements
WORK ENVIRONMENT
- The majority of work is technical in nature and conducted in a climate-controlled office environment.
#CNMS #cherokeefederal #LI-AP1
Help Desk Support Specialist
Obsidian Solutions Group LLC -
Fort Belvoir, VA
Help Desk Support Specialist
Strategic Data Systems -
Dahlgren, VA
Help desk support specialist
Lawelawe Technology Services -
Arlington, VA