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Help Desk Support Service Specialist Intermediate
This position requires an active Secret clearance or the ability to obtain a Secret clearance to be considered.
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.
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 Support Service Specialist Intermediate Responsibilities Include:
- 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.
Help Desk Support Service Specialist Intermediate Experience, Education, Skills, Abilities requested:
- 3 years relevant work experience.
- IA Technician (IAT) Level II (to include a Security+ CE certification)
- Advanced knowledge of computer software systems, including 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.
- Utilize remote tools to support remote users.
- Adherence to Service Level Targets or Agreements
- Must pass pre-employment qualifications of Cherokee Federal
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Similar searchable job titles
- Help Desk Support Specialist II
- Technical Support Specialist Intermediate
- Service Desk Specialist
- IT Support Specialist Intermediate
- Desktop Support Specialist Intermediate
Keywords
- Advanced Troubleshooting
- Ticket Resolution
- User Training and Guidance
- Service Level Agreement (SLA) Compliance
- Software and Hardware Configuration
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.
We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, gender identity and sexual orientation. If you’d like more information about your EEO rights as an applicant under the law, please copy and paste the links to the following two sites: EEO Statement | EEO Poster
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