Help Desk Support Service Specialist - Senior Dc

Cherokee Nation Management & Consulting (CNMC) and Cherokee Services Group (CSG) have joined together to 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 first service desk physical location is at the Main Interior Building located at 1849 C Street, NW in Washington, DC. The second service desk physical location is at 12795 W. Alameda Parkway, Lakewood, CO. Both locations shall provide support to NPS customers via remote tools and at their respective addresses. 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.

*Requires Active Public Trust clearance

ESSENTIAL DUTIES AND 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.

SUPERVISORY/MANAGEMENT AUTHORITY

Non-supervisory.  Reports to Program Manager.

EDUCATION and/or EXPERIENCE

• Bachelor's Degree (in Computer Science, IT, or relevant field preferred).
• 5 years relevant work experience.
• HDI or A+ certification required.
• Net+ certification preferred.
• 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.

KNOWLEDGE, SKILLS AND ABILITIES

• Advanced level of 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.
• 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.
• Familiarity with Google Apps/Gmail & Microsoft Outlook.
• Utilize remote tools to support remote users.
• Adherence to Service Level Targets or Agreements
• Successfully pass a federal background check and a drug screen
• Cherokee Federal has suspended it's COVID mandate.  However it's important to note that Cherokee Federal employees are included as covered employees in U.S. Presidential Executive Order 14042, which mandates Covid vaccines for federal contractors. Executive Order 14042 is currently not subject to enforcement by the Federal government. Therefore, Cherokee Federal has suspended application of the mandate and continues to monitor the government's guidance on administration of any vaccine requirement.

WORK ENVIRONMENT

• Work performed in a climate-controlled office environment.

#CNMC #cherokeefederal #LI-AP1

Cherokee Federal is a division of Cherokee Nation Businesses, the economic engine of Cherokee Nation, the largest Native American tribe in the U.S. As a trusted partner, the Cherokee Federal team of companies manages nearly 2,000 projects of all sizes across the construction, engineering and manufacturing and mission solutions portfolios - ranging from advanced data analytics and telehealth to cybersecurity, cloud and logistics.

Since 2012, our team of companies has won $6 billion in government contracts and completed more than 5,300 federal missions. Our 3,600+ employees work in 20+ countries, 50 states and 2 U.S. territories.

Why Cherokee Federal? Visit Cherokee-Federal.com to learn why you should join our team! 

Applicants selected may be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.

Equal Opportunity Employer

Cherokee Federal is an equal opportunity employer. We are committed to prohibiting discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, union affiliation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We conform to the spirit as well as to the letter of all applicable laws and regulations governing all aspects of the relationship between the Company and its employees, including, but not limited to, recruitment, employment, promotion, transfer, training, working conditions, wages and salary administration, employee benefits, and application of policies. The policies and principles of EEO also apply to the selection and treatment of independent contractors, personnel working on our premises who are employed by temporary agencies and any other persons or firms doing business for or with the Company.

Join the team who values your skills and expertise. Cherokee Nation Management & Consulting (CNMC) implements transparent business systems and best practices for federal clients, helping them meet the most demanding mission requirements. Agencies count on CNMC's expertise and innovation for asset management, logistics and environmental services. CNMC hires people who can give customers the support they deserve and the quality they expect from our team - a team of experts, like you.

Cherokee Nation Management & Consulting is part of Cherokee Federal - a team of tribally owned federal contracting companies focused on building solutions, solving complex challenges, and serving the nation's mission around the globe for more than 60 federal clients. For more information, visit cherokee-federal.com.