Help Desk Coordinator

Cherokee Federal•San Antonio, TX

1d•Onsite

About The Position

This position requires an active Secret clearance. The Help Desk Coordinator Intermediate, under general supervision, responds to and diagnoses problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. They resolve fewer complex problems immediately, while more complex problems are assigned to senior-level support. The role involves assisting users with various IT issues, including ticket management, CAC pin resets, hardware installation, and software troubleshooting. A polite, patient, and customer-focused approach is essential. The coordinator must also adhere to regulations concerning computer operations and document all user interactions using designated ticketing software.

Requirements

Active Secret clearance.
Two (2) years of experience in computer system/network support.
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.
Must be DoD 8140 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.

Responsibilities

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.
Polite, patient, and customer focused assistance is a must.
Notify 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.
Use trouble ticket software (Remedy or other method as mutually agreed upon by COR and Project Manager) to document and maintain all user trouble calls.
A Remedy ticket number shall be updated in the Helpdesk ticket for reference.
Processes all in/Out processing documents.
This includes Special Access Authorization Requests (SAARs).
Reviews all documentation for accuracy and work 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.