Help Desk Support I

Help Desk Support I

***This position requires the ability to obtain a USAccess from the USGS to be considered.***

Help Desk Support I will answer and troubleshoot calls from local and remote staff and perform basic system administration of microcomputer operating systems.   

Compensation & Benefits:

Estimated Starting Salary Range for Help Desk Support I: negotiable

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 Support I Responsibilities Include: 

• Receives customer assistance requests, log requests into tracking system, and assign, plan, and schedule tasks.
• Tests, integrates, and maintains project specific hardware and software in a multi-platform Local Area Network (LAN) or Wide Area Network (WAN) environment.
• Maintains all hardware, software, and resource databases related to IT operations including:
  • Updates Asset Management database when hardware is received, moved, modified, or disposed of (Wetlands and Aquatic Research Center (WARC).
  • Operates resource-tracking software (print monitors, disk management, etc.).
  • Operates badging / access control system (WARC SOP No: 2012-001).
  • Updates licensing information in the appropriate Center tracking method as software is procured, installed, moved, or uninstalled.
• Clears work areas of cardboard, packing, and other debris each day. Keeps work area clean and organized, utilizing existing labeled bins, computer status tags, and other identifiers as made available.
• Contacts vendors to diagnose software problems or schedule equipment repairs under warranty.
• Provides IT acquisition support to WARC staff consisting of specifying equipment and software configurations and pricing for purchase, ensuring compliance with all guidelines. 
• Provides the client with Conference Room services, assisting customers with technical aspects of computer presentations, projection equipment, and video.
• Provides customers with local and remote technical assistance in executing new and existing software and hardware.
• Provides telecommunications services to include resetting voice mail passwords and cellular phone assistance.
• Serves as liaison between DOI/USGS-provided IT Service Desk, enterprise services, and WARC Customers.
• Installs and configures Windows, Mac, and Unix-based systems and software 
• Installs and configures hardware and software on local microcomputer systems. 
• Assists with DAR (Data at Rest), categorizing data according to DOI Standards, labeling storage areas and media, and encrypting laptops.
• Follows all applicable Standard Operating Procedures, including 2019-004v04.1 WARC Ops Ticket Management, which details all steps required to properly manage IT help requests.
• Performs other job-related duties as assigned.

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

• Some college level education preferred.
• Four years of experience in microcomputer maintenance and operation and two years' experience in a networked environment.  A+ and similar certs are helpful, but not required. 
• Ability to perform basic system administration of microcomputer operating systems (Windows, Linux, OS X). Windows is the large majority of our installations.
• Ability to operate various resource tracking software (print monitors, disk management, etc.).
• Ability to properly diagnose computer and peripheral hardware and software issues, including performing research via Internet searches, etc.
• Good working knowledge of network protocols and operation (OSI model) to perform basic networking and telecommunications diagnostics.
• Ability to obtain a USAccess from the USGS
• 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.

List similar searchable job titles 

• Technical Support Specialist
• IT Support Technician
• Service Desk Analyst
• Desktop Support Technician
• Help Desk Technician

List Keywords 

• Troubleshooting
• Customer Service
• Ticket Management
• Software/Hardware Support
• Incident Resolution

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-FT1