What are the responsibilities and job description for the Help Desk Technician I position at Cherokee Federal?
SUMMARY
Cherokee Nation Integrated Health (CNIH) will provide expertise on federal projects supporting the National Park Service IT project including the internal Service Desk. The service desk provides IT support to NPS personnel at various locations and nationwide as needed. The service desk physical location for position is in Lakewood, CO. The service desk will provide first line support (tier I and tier II support) to the end users that will include recording, troubleshooting, and providing solutions to end-user IT related issues involving NPS owned workstations, laptops, mobile devices, standard software and applications. A ticketing system will be used to record, manage and track the life cycle of end user IT related issues.
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).
- 1-year relevant work experience.
- COMPTIA A certification a plus.
- Basic knowledge of computer software systems, including databases, office applications, and operating systems.
- Excellent analytical and diagnostic skills.
- Basic knowledge of help desk software and remote-access systems.
- Strong communication skills.
- Ability to troubleshoot basic software issues.
- Patience and understanding.
KNOWLEDGE, SKILLS AND ABILITIES
- Some 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.
- Basic level of experience with DHCP (reserving IP addresses and creating static IPs).
- Basic 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 performed on-site at the NPS HQ in DC, with occasional telework permitted.
