Service Desk Support Specialist Tier 1

Junior Tier-1 Service Desk Support Specialist

As required by our governmental client, this position requires being a US Citizen AND an active TS/SCI or a TS with the ability to obtain the SCI

A Junior Tier -1 Service Desk Support Specialist provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. They respond to user requests, troubleshoot problems, and guide users through step-by-step solutions. They also document incidents, manage service requests, and escalate complex issues to senior technicians when necessary. Their role ensures efficient and effective resolution of IT-related issues to maintain smooth business operations.

Compensation & Benefits:

Estimated Starting Salary Range for Junior Tier-1 Service Desk Support Specialist: Hourly Negotiable

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.

Junior Tier-1 Service Desk Support Specialist Responsibilities Include:

• Serving as the initial customer interface for all local IT issues associated with hardware, software, and accounts.
• Monitoring voicemails, emails, and Teams requests for service and/or help; recording information in the ITSM system; assigning ticket priority; and submitting support tickets on behalf of the user when necessary
• Performing initial diagnosis and analysis of incidents and providing immediate resolution and recovery when possible; or facilitating effective hand-off escalation of incidents as needed
• Being familiar with all software associated with the Standard Desktop Configuration (MS Office, Adobe, Current authorized Web Browsers.
• Providing in-depth and high level onsite telephone support to the end-user community on problems, questions, and use related to hardware, software, and networks; and dispatching field engineers from the appropriate team when applicable
• Setting up, configuring, using, and troubleshooting classified systems and networks.
• Utilizing automated help desk management systems for efficient support operations.
• Ensuring compliance with Department of Defense and Command's Cyber Security policies and processes.
• Performs other job-related duties as assigned.

Junior Tier-1 Service Desk Support Specialist Experience, Education, Skills, Abilities requested:

• Security+ certification (or higher) for IAT II certification.
• Compliance with DoD and Command's Cyber Security policies.
• Maintain technical and management certifications as per DoDM 8140.03.
• Successful completion of privileged user account exam covering relevant material and maintain standards and requirements for administrative accounts.
• Experience in computer set-up, configuration, and troubleshooting.
• Training and certifications in automated help desk management systems.
• Three (3) to seven (7) years of help desk experience or related technical field experience.
• Familiarity with software associated with the Standard Desktop Configuration (e.g., MS Office, Adobe, authorized Web Browsers).
• Knowledge of incident management processes and their application.
• U.S. Citizenship.
• Active TS/SCI clearance or TS clearance with the ability to obtain the SCI and SAP eligibility.
• Must pass pre-employment qualifications of Cherokee Federal.

Company Information:

Cherokee Nation Defense Solutions (CNDS) 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 CNDS, visit cherokee-federal.com.

#CherokeeFederal #LI

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

Similar searchable job titles:

• IT Support Specialist
• Help Desk Analyst
• Technical Support Technician
• Desktop Support Specialist
• IT Service Desk Technician

Keywords:

• IT Support
• Help Desk
• Technical Support
• Desktop Support
• Service Desk

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.