Help Desk Coordinator Intermediate

Cherokee Nation-posted 7 months ago
Full-time • Entry Level
San Antonio, TX
Executive, Legislative, and Other General Government Support
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Help Desk Coordinator Intermediate, under general supervision, responds to and diagnoses problems through discussions with users. Includes problem recognition, research, isolation and resolution steps as well as resolve fewer complex problems immediately, while more complex problems are assigned to senior level support.

  • Assists trouble tickets opened by users on the Helpdesk site, reviewing all information for accuracy and coordinating with the user for any additional information required.
  • Assists users with CAC pin resets.
  • Interfaces with vendor support service groups to ensure appropriate notification during outages or periods of degraded system performance.
  • Assists with installation of terminals and associated hardware.
  • Supports functional users in troubleshooting computer related problems, providing polite, patient, and customer-focused assistance.
  • Notifies users of modified input data/format requirements.
  • Adheres to regulations concerning Computer Operations.
  • Installs software on PCs SOC operating systems and upgrades, as well as installation and update of COTS software packages including the Microsoft Office Suite.
  • Uses trouble ticket software (Remedy or other method as mutually agreed upon by COR and Project Manager) to document and maintain all user trouble calls.
  • Processes all in/Out processing documents, including Special Access Authorization Requests (SAARs), reviewing all documentation for accuracy and working with the user for any required information.
  • Assists users with completing required Cyber Awareness training when user does not have access to the network.
  • Performs other job-related duties as assigned.
  • Two (2) years of experience in computer system/network support, including one year of specialized experience related to Hardware PC Technician.
  • Two (2) years' experience with PC Network, Windows OS, and Active Directory.
  • One (1) year experience working with web-based ticket submission.
  • Shall be DoD 8570 certified at the IA T Level II at a minimum IAW AFMAN 17-1303, para 3.2.1.2, which includes CCNA Security, CySA+, GIC SP, GSEC, Security+, or SSCP.
  • Must pass pre-employment qualifications of Cherokee Federal.
  • Active SECRET clearance.
  • Must be a US Citizen.
  • Medical
  • Dental
  • Vision
  • 401K
  • Other possible benefits as provided.
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