Help Desk Technician II

Cherokee Federal•Lakewood, CO

6d•$25 - $28•Hybrid

About The Position

An active Public Trust or the ability to obtain a Public Trust is required for consideration. Cherokee Nation Integrated Health (CNIH) will 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 physical location of the service desk for the position is Lakewood, CO. 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. This is a hybrid position; you must be on-site 4 days a week in Lakewood, CO. Compensation & Benefits: Pay range: $25/hr. - $28/hr. Full-time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice.

Requirements

Bachelor’s Degree (Computer Science, IT, or relevant field preferred).
3 years of relevant work experience.
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.
Intermediate experience with Active Directory, Windows Server and Workstation operating systems.
Understanding of TCP/IP and basic commands to resolve network connectivity issues.
Intermediate to advanced experience with DHCP.
Advanced 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.
Must pass the pre-employment qualifications of Cherokee Federal.

Nice To Haves

COMPTIA A+ certification preferred.

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 the customer through the problem-solving process.
Other service desk duties as assigned.