Fort George G Meade, MD (ON-SITE/OFFICE)

Help Desk Technician
***As required by our governmental client, this position requires an active Secret clearance.***
The Help Desk Technician at Cherokee Federal is a crucial role responsible for managing and coordinating incident handling, problem resolution, service fulfillment, and change requests for end users of both unclassified and classified systems. As the initial point of contact for our government client, you'll utilize exceptional technical and customer service skills to swiftly resolve issues. Your role involves providing support for hardware, software, peripherals, and mobile devices, as well as ensuring the smooth operation of video conferencing and collaboration tools. A Secret clearance and Security certification are mandatory for this role, in alignment with DoD 8570.1M requirements.
Compensation & Benefits:
Estimated Starting Salary Range for Help Desk Technician: $60,000 - $70,000
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.
Help Desk Technician Responsibilities Include:

• Act as the first point of contact, managing incidents, problems, service requests, and changes for end users across various systems.
• Coordinate with government service integrators and other providers to resolve issues and fulfill service requests.
• Provide an interface between the Help Desk and application-specific Help Desks, government partners, and third-party providers.
• Support Incident, Problem, and Request Management using ITIL service framework and best practices.
• Troubleshoot, prioritize, research, and document user problems within tickets, escalating as needed.
• Assist with configuring, installing, and supporting end-user hardware, software, peripherals, and mobile devices.
• Provide recovery and restoration assistance for lost files and support deployment of mobile devices.
• Offer technical support for secure and non-secure video systems, including video conferencing and collaboration tools.
• Operate, maintain, configure, and test video conferencing services in unclassified modes.
• Troubleshoot issues involving Microsoft Windows, desktop applications, collaboration tools, email, etc.
• Performs other job-related duties as assigned

Help Desk Technician Experience, Education, Skills, Abilities requested:

• Demonstrated experience in incident, problem, and request management using ITIL service framework.
• Proficiency in Ticket Management Systems like Remedy or ServiceNow.
• Required certifications per DoD 8570.1M for privileged level access.
• Strong analytical, problem-solving, communication, and organizational skills.
• Ability to work effectively in teams or independently, handle multiple projects, and work under pressure.
• Positive, self-motivated attitude and a strong team player.
• Must be a US citizen.
• Must pass pre-employment qualifications of Cherokee Federal

Company Information:
Cherokee Nation Operation Solutions (CNOS) provides support, services, and solutions to federal and commercial customers. The company takes a personalized approach to solving our clients' toughest challenges, helping you make the most of your skills. CNOS is part of Cherokee Federal - a team of tribally owned federal contracting companies. For more information, visit cherokee-federal.com.
#CherokeeFederal #LI-RA2
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, Technical Support Analyst, Help Desk Support, Service Desk Technician, Desktop Support Technician.
Keywords: IT support, incident management, problem resolution, ITIL framework, customer service, technical 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.
***As required by our governmental client, this position requires being a US Citizen, lawful resident alien, citizen of American Samoa or other territory owning permanent allegiance to the United States.