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Tier II Service Desk Technician
The Tier II Service Desk Technicians 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 Tier II Service Desk Technician: $85,000 - $95,000
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.
Tier II Service Desk Technician 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.
Tier II Service Desk Technician 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 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.
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Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.
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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