Job description

Help Desk Technician
Aberdeen Proving Ground, MD
**MUST HAVE ACTIVE SECRET CLEARANCE**
Join the team who values your skills and expertise. Cherokee Nation Operational Solutions (CNOS) provides professional services and innovative products to federal and commercial clients. CNOS helps you make the most of your skills by taking a personalized approach to solving clients' toughest challenges. This 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 clients. For 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 systems. Help Desk Personnel manage life cycle of incidents, problems, and service requests including fulfillment, verification, and closure. Help Desk supports multiple tiers in accordance with the Tier Level Definitions.
The Help Desk Technician 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 report son 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 tickets. If 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), (ex. Hand 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 MRC, East network to MRC, EAST 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.

EDUCATION and/or EXPERIENCE

• *There is no minimum education requirement*
• Must have at least 2-3 years’ experience with the following :
• 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.
• 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).

• Must possess required certifications per DoD 8570.1M for privileged level access (or have the CompTIA Security+ Certification).
• Must possess a Secret clearance (required).
• Must be a US citizen (required).
• Ability to successfully pass a federal background check and a drug screen
• Cherokee Federal employees are included as covered employees in U.S. Presidential Executive Order 14042, which mandates Covid vaccines for federal contractors. Executive Order 14042 is currently blocked from enforcement pending court proceedings. Therefore, Cherokee Federal is halting the application of the mandate; however, if the injunction is lifted, Cherokee Federal will restore administration of the vaccine requirement.

*Estimated Starting Salary Range: $75,000- $85,000 annually*

• *

(CNOS) offers a competitive benefit package, including medical, dental, and vision plans for regular full-time employees, 401(k) with 100% match up to 6%, life insurance, paid time off and more. Paid sick leave is provided in accordance with applicable law.
WORK ENVIRONMENT
This position is primarily performed in a climate-controlled office setting.
ABOUT THE TEAM
Cherokee Federal is a collective group of subsidiary companies of Cherokee Nation Businesses (CNB). CNB is the economic engine of Cherokee Nation, the largest Native American tribe in the U.S. As 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 missions. Our 3,600+ employees work in 20+ countries, 50 states and 2 U.S. territories.
Why Cherokee Federal? Visit cherokee-federal.com to learn why you should join our team!
COMPLIANCE
Cherokee Federal is an equal opportunity employer. We are committed to prohibiting discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, union affiliation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We conform to the spirit as well as to the letter of all applicable laws and regulations governing all aspects of the relationship between the Company and its employees, including, but not limited to, recruitment, employment, promotion, transfer, training, working conditions, wages and salary administration, employee benefits, and application of policies. The policies and principles of EEO also apply to the selection and treatment of independent contractors, personnel working on our premises who are employed by temporary agencies and any other persons or firms doing business for or with the Company.
#CherokeeFederal
#LI-VF1

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Security clearance:

• Secret (Required)

Work Location: In person

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