Help Desk Administrator II

Cherokee Federal•Chicago, IL

1d•$67,000 - $70,000•Onsite

About The Position

As required by our governmental client, this position requires you to be a US Citizen and be able to obtain a Public Trust. The Tier I Service Desk Technician – Helpdesk/Phone Support must be fluent in reading, writing, and speaking English . This role serves on-site at the customer’s headquarters facility based on the following shifts: • (1) Monday through Friday from 6:00AM to 2:00PM Tier I Service Technicians will maintain a rotating on-call schedule for one (1) on-site 10-hour Saturday shift per month

Requirements

High school diploma or equivalent; fluent in reading, writing and speaking English
3-5 years prior Help Desk experience.
Certifications required: 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 troubleshoot issues.
Professional phone demeanor.
Ability to learn quickly and retain information.
Ability to type/keyboard at 40 wpm or better.
Ability to utilize proper grammar in all written communications.
Ability to multitask efficiently (enter a ticket and listen to a user/Live Chat and assist a caller).
Prompt and reliable.
Ability to use the latest IM communication tool (i.e., Skype for Business or Jabber).
Must pass pre-employment qualifications of Cherokee Federal

Responsibilities

Provides Tier I technical support for Industry users who are utilizing various web accessed programs via phone, live chat, and email.
Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports)
Assists the customer base in troubleshooting and configuration of Internet browser settings.
Responsible for ticket entry in ticketing system, documenting, tracking, and monitoring the incident to ensure a timely resolution.
Performs other duties as assigned.