Job details
Job type full-time
Full job description
Help desk technician – fort campbell, ky
Join the team who values your skills and expertiseCherokee nation operational solutions (cnos) provides professional services and innovative products to federal and commercial clientsCnos helps you make the most of your skills by taking a personalized approach to solving clients` toughest challengesThis approach gives customers the support they deserve and the quality they expect from a team that can handle every detail – a team of experts, like you.
Cherokee nation operational solutions is part of cherokee federal – a team of tribally owned federal contracting companies focused on building solutions, solving complex challenges, and serving the nation’s mission around the globe for more than 60 federal clientsFor more information, visit cherokee-federal.com .
Summary
Help desk personnel manage and coordinate the handling of incidents, problems, service, and change requests for end users of unclassified and classified systemsHelp desk personnel manage life cycle of incidents, problems, and service requests including fulfillment, verification, and closureHelp desk supports multiple tiers in accordance with the tier level definitions.
The help desk provides appropriate communication to it users and serves as a point of coordination for other it groups and processes such as incident management, service request fulfillment, problem management, and change management.
Essential duties and responsibilities
Provide help desk reports on the status of all projects, incidents, requests, and problems
Coordinate with the government service integrator and other service providers to resolve incidents and problems, and fulfill service requests
Provide an interface between help desk and government application help desks, other government managed partners, and third-party providers
Support incident, problem, and request management processes leveraging the itil service framework and best-business practices
Troubleshoot, prioritize, research, and document user problems thoroughly and accurately within ticketsIf unable to resolve an issue, then escalate to the proper higher tier team in conjunction with escalation guidelines
Support all cac pin resets
Provide end user support for hardware, software, and associated peripherals (including government furnished property (gfp))
Track, stage, configure, and install end user hardware, software, and associated peripherals (including gfp)
Provide support for installs, moves, adds, and changes (imac) requests which includes but not limited to installations in accordance with the government provided sops for analog and voip devices, workstations and laptops, and other end-user devices (including gfp)
Track equipment deliveries and schedule installation of any end user hardware received at the location in accordance with jointly developed implementation plans
Configure and deploy end user hardware and software in accordance with the government provided sops
Assist end users in the recovery and restoration of files lost due to accidental file deletion, system corruption, loss of systems, or hardware failure or by other means
Coordinate with designated government point(s), (exHand receipt holders/logistics), of contact to ensure hardware, inventory, and tracking is appropriately accounted for
Provide support for voip troubleshooting
Install, maintain and configure services for voip phones and integrated service clients that provide voice, video, presence, and chat (currently jabber).
Support the application of set-up procedures and end user training for the programming and use of telecommunications, mobile phones, and vocera
Provide support services for the deployment and maintenance of all mobile devices to include but not limited to iphones, ipads, wireless mobile devices, and wireless kiosk communications devices.
Provide services related to designing, delivering and maintaining solutions for both secure and non-secure video systems which include cable television (catv), vtc and desktop lan vtc systems and web-based collaboration tools
Configure video service to be delivered via isdn, ip, sip, or other digital transmission service, support multi-point bridging, and enable routing of video calls to off-net locations over the rhc-a network to rhc-a location nearest the destination point
Configure the equipment to support transfer of multimedia data (e.g., text, graphics, images, video, and audio) to a format the receiving side can integrate
Provide technical support for web-based collaborative training and other advanced vtc solutions
Remotely diagnose videoconferencing systems and sessions
Plan, implement, and manage vtc and video projects and services
Operate, maintain, configure, and test vtc, and other video services operating in unclassified modes
Shall install, move, add, and change teleconferencing/streaming media equipment
Provide onsite support for setup and configuration for local presentations and endpoint to endpoint presentations
Provide vtc network technical support and maintenance of network base end points
Provide sw distribution and install upgrades to videoconference sw and firmware
Possess strong analytical and problem-solving skills and the ability to work effectively in a team or independently
Possess communication and organizational skills, work well under pressure and handle multiple projects at once
Be self-motivated, positive, can-do approach and team player.
Supervisory/management authority
None
Education and/or experience
Must have demonstrated incident, problem, and request management processes leveraging the information technology infrastructure library (itil) service framework and best-practices.
Must have demonstrated experience with managing a ticketing system (remedy) and servicenow.
Must possess required certifications per dod 8570.1m for privileged level access.
Proficiency in using government provided helpdesk system/help desk ticketing software to log, monitor, document, and close network trouble tickets to include but not limited to (global service center (gsc) bmc remedy, servicenow)
Secret clearance required.
Security+ certification required.
Must be a us citizen.
Work environment
This position is primarily performed in a climate-controlled office setting.
About the team
Cherokee federal is a division of cherokee nation businesses, the economic engine of cherokee nation, the largest native american tribe in the u.sAs a trusted partner, the cherokee federal team of companies manages nearly 2,000 projects of all sizes across the construction, engineering and manufacturing and mission solutions portfolios – ranging from advanced data analytics and telehealth to cybersecurity, cloud and logistics.
Since 2012, our team of companies has won $6 billion in government contracts and completed more than 5,300 federal missionsOur 3,600+ employees work in 20+ countries, 50 states and 2 u.sTerritories.
Why cherokee federal? visit cherokee-federal.com to learn why you should join our team!
Compliance
Applicants selected will be subject to a u.sGovernment security investigation and must meet eligibility requirements for access to classified information.
We are an equal opportunity/affirmative action employerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, gender identity and sexual orientationIf you’d like more information about your eeo rights as an applicant under the law, please copy and paste the links to the following two sites: eeo statement | eeo poster ; and
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may e-mail cnb.compliance@cn-bus.com for assistanceThis email address is for accommodation requests only and cannot be used to inquire about the application process or status.
For pay transparency non discrimination provision, please copy and paste the following link: pay transparency nondiscrimination provision ;
We maintain an affirmative action plan for proactively seeking employment and advancement for qualified protected veterans and individuals with disabilitiesUpon request, we will schedule time to make our affirmative action plan accessibleIf you are interested, please submit a written request with the email subject line: 2021 request to view affirmative action plan to the compliance administrator at “cnb.compliance@cn-bus.com” this email box is not for resumes or follow up on job applications.
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The help desk provides appropriate communication to it users and serves as a point of coordination for other it groups and processes such as incident management, service request fulfillment, problem management, and change management.
