Help Desk Tier II

The Help Desk Tier II  must be fluent in reading, writing, and speaking English. This role serves on-site at the customer's headquarters facility Monday through Friday from 8:00AM to 4:00PM 

Tier II/III Service Technicians will serve as a backup for surge support on one Saturday shift per month, as necessary.

Compensation & Benefits:

Estimated Starting Salary Range for Help Desk Tier II: $75,000.00 - $90,000.00

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 Tier II Responsibilities Include: 

• Provides support for latest version of Windows (Windows 7, etc.) and various software products (MS Office, Internet Explorer, Outlook, Adobe Acrobat, etc.)
• Responsible for thoroughly describing and documenting work using current ticketing system
• Responsible for collaborating with the Service Desk Manager to resolve issues that are more extensive
• Provides Tier I and Tier II technical support for end users
• Provides support for the Tier I Help Desk technician
• Provides in-depth troubleshooting for issues that are more extensive unresolved by Tier I agents
• Provides reports to the Service Desk manager or Contract Program Manager as requested
• Triages, tracks, and routes inquiries to the appropriate internal resources.
• Performs other duties as assigned. 

Help Desk Tier II Experience, Education, Skills, Abilities requested: 

• High school diploma or equivalent; fluent in reading, writing and speaking English 
• Six (6) or more years prior Help Desk experience.
• Certifications preferred: ITIL Foundations, Comptia A +, Comptia Network +, Comptia Security+ 
• Working knowledge of Windows 10 and later operating systems 
• Hardware experience: HP/Dell laptops, desktop hardware and printers; Apple iPhones, iPads and Microsoft Surface tablets 
• Software experience: Attachmate Reflection Suite, SQL, HTML, JavaScript, Active Directory, Microsoft SCCM, MBAM/BitLocker, Adobe, CISCO, and Intune for mobile, Microsoft System Center Service Manager (MSCSM) 
• Wireless experience: 802.11 protocols and Level I/II VoIP operations and troubleshooting 
• Mobile Devices experience: Ability to support and maintain mobile devices, including experience with device management 
• Asset Intelligence experience: Asset management processes, including IT hardware and software and software licenses. 
• Knowledge of incident and problem management. 
• Experienced with collaboration within Help Desk teams, team player, client focused. 
• Excellent working knowledge of MS Office products (Excel, Word, etc.) 
• Strong analytic skills, attention to detail, demonstrate strong and orderly thought process. 
• Ability to independently research problems and locate solutions using industry tools, web resources, and vendor sources. 
• Ability to communicate effectively and professionally with excellent listening skills. 
• Ability to troubleshoot issues. 
• Professional phone demeanor. 
• Ability to learn quickly and retain information. 
• Ability to type/keyboard at 40 wpm or better. 
• Ability to utilize proper grammar in all written communications. 
• Ability to multitask efficiently (enter a ticket and listen to a user/Live Chat and assist a caller). 
• Prompt and reliable. 
• Ability to use the latest IM communication tool (i.e., Skype for Business or Jabber). 
• Must pass pre-employment qualifications of Cherokee Federal

Company Information:

Cherokee Nation System Solutions (CNSS) is a part of Cherokee Federal - the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government's mission with compassion and heart. To learn more about CNSS, visit cherokee-federal.com.

#CherokeeFederal #LI-SB1

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

Keywords:

• Tier II Service Desk Technician
• Help Desk Experience
• IT Certifications
• Windows Operating Systems
• Mobile Device Support

Similar Job Titles:

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

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.