Helpdesk Specialist I

Helpdesk Specialist I

The Helpdesk Specialist I position consists of answering trouble calls from local and remote staff and perform basic system administration of microcomputer operating systems.  

Compensation & Benefits:

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 Specialist I Responsibilities Include:

• Receive customer assistance requests, log requests into tracking system, and assign, plan, and schedule tasks.
• Test, integrate, and maintain project specific hardware and software in a multi-platform Local Area Network (LAN) or Wide Area Network (WAN) environment.
• Maintain all hardware, software and resource databases related to IT operations including:
  • Update Asset Management database when hardware is received, moved, modified or disposed of
  • Operate resource-tracking software (print monitors, disk management, etc.).
  • Operate badging / access control system 
  • Update licensing information in the appropriate Center tracking method as software is procured, installed, moved, or uninstalled.
• IT Support Services employs unified contact methods (voice, e-mail) across all locations (Baton Rouge, Davie, Gainesville, Lafayette). 
• Contact vendors to diagnose software problems or schedule equipment repairs under warranty.
• Provide IT acquisition support to staff consisting of specifying equipment and software configurations and pricing for purchase, ensuring compliance with all guidelines. 
• Provide the client with Conference Room services, assisting customers with technical aspects of computer presentations, projection equipment, and video.
• Provide customers with local and remote technical assistance in executing new and existing software and hardware.
• Provide telecommunications services to include resetting voice mail passwords and cellular phone assistance.
• Serve as liaison between client IT Service Desk, enterprise services, and internal customers.
• Install and configure Windows, Mac, and Unix-based systems and software 
• Assist with DAR (Data at Rest), categorizing data according to client standards, labeling storage areas and media, and encrypting laptops.
• Follow all applicable Standard Operating Procedures, including Ticket Management, which details all steps required to properly manage IT help requests.

Help Desk Specialist I Experience, Education, Skills, Abilities requested:

• Requires two (2) to four (4) years of experience in microcomputer maintenance and operation and two (2) years of experience in a networked environment.
• A and similar certs are helpful, but not required. 

 KNOWLEDGE, SKILLS AND ABILITIES

• Ability to perform basic system administration of microcomputer operating systems (Windows, Linux, OS X). Windows is the large majority of our installations.
• Operate various resource tracking software (print monitors, disk management, etc.).
• Properly diagnose computer and peripheral hardware and software issues, including performing research via Internet searches, etc.
• Install and configure hardware and software on local microcomputer systems. 
• Understand network protocols and operation (OSI model) to perform basic networking and telecommunications diagnostics.
• Must pass pre-employment qualifications of Cherokee Federal

Company Information:

Cherokee Nation System Solutions (CNSS) 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.  CNSS is part of Cherokee Federal – a team of tribally owned federal contracting companies.  For more information, visit cherokee-federal.com.

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List similar searchable job titles 

• Service Desk Coordinator
• IT Support Coordinator
• Technical Support Coordinator
• Customer Service Coordinator

List Keywords 

• Service coordination
• Ticket tracking
• Escalation management

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, Accommodation request, and Presidential EO 14042 Notice.

#CherokeeFederal #LI

***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.

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