Job Description

Help Desk Support I

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

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:

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.

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