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Cherokee Federal · 4 hours ago

Helpdesk Support Services Specialist Intermediate

Panama City, FL

Full-time

Onsite

Mid Level

$125K/yr - $129K/yr

3+ years exp

Cherokee Federal is seeking a Help Desk Support Services Specialist Intermediate to provide first line support to end users. The role involves troubleshooting and resolving IT-related issues, utilizing a ticketing system to manage and track support requests.

GovernmentNon ProfitProfessional ServicesPublic Relations

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Perform first call resolutions for common issues, customer training, and advanced (equivalent Tier II support) 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

Qualification

IA Technician (IAT) Level IIAdvanced troubleshootingHelp desk softwareActive DirectoryMicrosoft Configuration ManagerDHCPAnalytical skillsHigh-level communicationPatienceUser training

Required

This position requires an active Secret clearance or the ability to obtain a Secret clearance to be considered

3 years relevant work experience

IA Technician (IAT) Level II (to include a Security+ CE certification)

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

Intermediate level of experience with Active Directory, Windows Server and Workstation operating systems

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

Utilize remote tools to support remote users

Adherence to Service Level Targets or Agreements

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