Join Cherokee Federal's Cherokee Nation System Solutions (CNSS) team as an onsite Help Desk Coordinator in San Antonio, TX. This role offers a competitive salary range of USD 47,000 to 56,820 per year and comprehensive benefits, including Medical, Dental, Vision, and a 401K. An active Secret clearance is required. You will respond to and diagnose user problems, manage trouble tickets, and coordinate with senior staff for complex issues, contributing to reliable IT support for federal and commercial clients.
Responsibilities
- Review and assist with trouble tickets opened by users on the Helpdesk site, confirming accuracy and coordinating for any additional information needed.
- Assist users with CAC pin resets.
- Coordinate with vendor support groups to ensure proper notification during outages or periods of degraded system performance.
- Assist with installation of terminals and associated hardware.
- Support functional users in troubleshooting computer related problems with polite, patient, and customer-focused assistance; notify users of modified input data or format requirements.
- Adhere to regulations governing Computer Operations.
- Install and upgrade software on PCs, including SOC operating systems and Microsoft Office, as well as other COTS software packages.
- Use trouble ticket software (Remedy or mutually agreed alternative) to document and maintain all user trouble calls; update Remedy ticket numbers in Helpdesk tickets for reference.
- Process all in/out processing documents, including Special Access Authorization Requests (SAARs); review documentation for accuracy and work with users to obtain required information.
- Assist users with completing required Cyber Awareness training when network access is unavailable.
- Perform other job-related duties as assigned.
Requirements
- Two years of experience in computer system and network support.
- One year of specialized experience related to Hardware PC Technician.
- Two years of experience with PC Network, Windows OS, and Active Directory.
- One year of experience with web-based ticket submission.
- DoD 8140 certified at the IA T Level II at a minimum per AFMAN 17-1303, para 3.2.1.2, including CCNA Security, CySA+, GIC SP, GSEC, Security+, or SSCP.
- Must pass Cherokee Federal pre-employment qualifications.
Technologies
- Remedy
- Windows OS
- Active Directory
- Microsoft Office Suite
Benefits
- Medical
- Dental
- Vision
- 401K
- Other possible benefits as provided
About Cherokee Federal
Cherokee Nation System Solutions (CNSS) provides support, services, and solutions to federal and commercial customers. The company takes a personalized approach to solving clients' toughest challenges, helping you make the most of your skills. CNSS is part of Cherokee Federal, a team of tribally owned federal contracting companies. For more information, visit cherokee-federal.com.
Legal
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.
