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Cherokee Federal · 8 hours ago

Tier I Service Desk Technician (Help Desk Technician)

Chicago, IL

Full-time

Onsite

Mid Level

$67K/yr - $70K/yr

3+ years exp

Cherokee Federal is a trusted partner for over 60 federal clients, focused on solving complex challenges and serving the government’s mission. They are seeking a Tier I Service Desk Technician to provide technical support for users utilizing various web-accessed programs via phone, live chat, and email.

GovernmentNon ProfitProfessional ServicesPublic Relations

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

Qualification

ITIL FoundationsCompTIA A+CompTIA Network+CompTIA Security+Windows 10Active DirectorySQLHTMLJavaScriptMicrosoft SCCMAdobeCISCOIntune802.11 protocolsVoIP operationsAsset managementHelp Desk experienceMobile Device SupportAnalytic skillsProfessional phone demeanorTyping skillsMultitaskingCollaborationCommunication skillsAttention to detailProblem-solving

Required

US Citizen and able to obtain a Public Trust

Fluent in reading, writing, and speaking English

High school diploma or equivalent

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

Benefits

Medical

Dental

Vision

401K

Other possible benefits as provided

Company

Cherokee Federal

Cherokee Federal, a division of Cherokee Nation Businesses, is a trusted team of government contracting professionals who can rapidly build innovative solutions.

Founded in 1969

Tulsa, Oklahoma, USA

5001-10000 employees