Technical Support Specialist

JOB DESCRIPTION

This position requires an active Public Trust clearance or the ability to obtain a Public Trust clearance to be considered.

As required by our governmental client, this position requires being a U.S. citizen.

Receives and documents help desk calls, resolves issues, and ensures timely closure. Troubleshoots hardware, software, and network problems, including resetting user passwords and network access. Collaborates with IT vendors to fix system faults and documents fixes/workarounds. Maintains the Medical Center conference room schedule on the MDG Intranet web page.

Compensation & Benefits:

Commensurate with work experience.

Full-time benefits include Medical, Dental, Vision, 401K, and other possible benefits as provided.

Benefits are subject to change with or without notice.

Technical Support Specialist Responsibilities Include:

• Responsible for thoroughly describing and documenting work using the current ticketing system.

• Responsible for collaborating with the Service Desk Manager to resolve more extensive issues.

• Provides technical support for end users.

• Provides support for the Help Desk agents.

• Provides in-depth troubleshooting for more extensive issues unresolved by Tier I agents.

• Provides reports to the Service Desk manager or Project/Program Manager as requested.

• Triages, tracks, and routes inquiries to the appropriate internal resources.

• Assists in the design and implementation of Help Desk utilized software (ie, Ticketing software)

• Assists in providing enhancements of Help Desk software and/or reporting.

• Communicates with Help Desk software vendors on software performance, releases, or enhancements.

• Communicates with Help Desk Supervisor and Program Manager regarding enhancements or issues.

• Performs other job-related duties as assigned.

Technical Support Specialist Experience, Education, Skills, Abilities requested:

• Personnel performing the tech support function shall maintain CompTIA A+ and/or N+ certification.

• Frequent sitting, using hands/fingers, handling, reaching with hands and arms, talking, hearing and seeing up close, at a distance, along the periphery, with depth perception and the ability to adjust focus; occasional walking or standing.

• Technical skills necessary to provide in-depth design and updates to local software to ensure quality information retention and reporting.

• Strong analytic skills, attention to detail, and a strong 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.Excellent listening skills

• Ability to troubleshoot issues.

• Professional phone demeanor.

• Ability to learn quickly and retain information.

• 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).

• Ability to work in a Team environment.

• Prompt and reliable.

• Must meet Cherokee Federal's pre-employment qualifications.

Company Information:

Cherokee Nation Integrated Health (CNIH) 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 CNIH , visit cherokee-federal.com.

#CherokeeFederal #LI-SH1

Cherokee Federal is a military-friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

Similar searchable job titles:

• Technical Support Engineer

• Help Desk Specialist

• IT Support Technician

• Desktop Support Analyst

• Customer Support Representative

Keywords:

• Technical troubleshooting

• Customer service

• Problem-solving

• IT support

• Software/hardware assistance

Legal Disclaimer: All qualified applicants will receive consideration for employment without regard to protected veteran status, disability or any other status protected under applicable federal, state or local law.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.