Service Desk Integrator

Cherokee Federal; Chicago (IL); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

Job summary

Cherokee Federal seeks a Tier II Service Desk Technician to join the on-site team in Chicago, IL. This role performs advanced PC software support, imaging, and deployment while documenting work in the ticketing system and collaborating with the Service Desk Manager.

Ideal candidates have 6+ years in help desk, strong English communication, and familiarity with Windows 10 and enterprise tools. Monday–Friday 8:00 AM–4:00 PM with occasional Saturday surge support may apply.

Qualifications

• High school diploma or equivalent; fluent in reading, writing and speaking English.
• Six (6) or more years prior Help Desk experience.
• ITIL Foundations and CompTIA certifications are preferred.
• Strong Windows 10+ knowledge and PC hardware experience.
• Experience with enterprise software and device management tools.

Responsibilities

• Provide Tier II/III support for Windows and software issues.
• Document work and update tickets accurately in the ticketing system.
• Image and deploy PCs/laptops as needed.
• Collaborate with Service Desk Manager to resolve complex issues.
• Offer Tier I and Tier II support to end users and assist Tier I staff.

Skills

Help desk experience

Windows OS knowledge

Mobile devices support

MS Office proficiency

Communication skills

Ticketing system familiarity

Education

High school diploma or equivalent

ITIL Foundations

CompTIA A+

CompTIA Network+

CompTIA Security+

Tools

Attachmate Reflection Suite

SQL

HTML

JavaScript

Active Directory

Microsoft SCCM

MBAM/BitLocker

Adobe

CISCO

Intune

MSCSM

Job description

Tier II Service Desk Technician

The Tier II Service Desk Technicians must be fluent in reading, writing, and speaking English . This role serves on-site at the customer’s headquarters facility Monday through Friday from 8:00AM to 4:00PM

Tier II/III Service Technicians will serve as a backup for surge support on one Saturday shift per month, as necessary

Compensation & Benefits:

Estimated Starting Salary Range for Tier II Service Desk Technician: $85,000 - $95,000

Pay commensurate with experience.

Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided.Benefits are subject to change with or without notice.

Tier II Service Desk Technician Responsibilities Include:

Provides support for latest version of Windows (Windows 7, etc.) and various software products (MS Office, Internet Explorer, Outlook, Adobe Acrobat, etc.)

Responsible for thoroughly describing and documenting work using current ticketing system

Responsible for Imaging and Deploying PC/Laptops

Responsible for collaborating with the Service Desk Manager to resolve issues that are more extensive

Provides Tier I and Tier II technical support for end users

Provides support for the Tier I Help Desk technician

Provides in-depth troubleshooting for issues that are more extensive unresolved by Tier I agents

Provides reports to the Service Desk manager or Contract Program Manager as requested

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

Tier II Service Desk Technician Experience, Education, Skills, Abilities requested:

High school diploma or equivalent; fluent in reading, writing and speaking English

Six (6) or more years prior Help Desk experience.

Certifications preferred: 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 effective and professionally with excellent listening skills.

Ability to use the latest IM communication tool (i.e., Skype for Business or Jabber).

Must pass pre-employment qualifications of Cherokee Federal

Company Information:

Cherokee Nation System Solutions (CNSS) 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 CNSS, visit cherokee-federal.com.

#CherokeeFederal #LI

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

Legal Disclaimer:

Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our

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