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Help Desk Agent Bilingual, Fort Collins, CO, US ID#16470

SUMMARY

The Help Desk Technician is an integral component of a team providing friendly, expert, professional support for a Centralized Service Desk supporting 100,000 + users nationwide and abroad.

The ideal candidate is proficient and responsive to service desk delivery, troubleshooting, documentation, and sound communication in both English and Spanish. In this environment, the Centralized Help Desk is the first point of entry for the Customer and Industry user base with an issue or request. The candidate will be performing several duties along with several other support personnel. These duties include but are not limited to, rapidly responding to the customer’s request via phone, text, live chat, email, voicemail. Performing ticket creation and quality assurance checks on assigned tickets, following procedures, troubleshooting issues, escalating and or routing tickets to appropriate groups. Works as part of team to ensure timely resolution within the SLA. Applicant selected must have the ability to obtain and maintain a favorable background status.

The Service Desk Technician must be customer-focused, adept at problem-solving effective communication (both written and verbal) and work collaboratively with personnel responsible for other Tiers of support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following:

  • The Helpdesk Technician provides Tier 1 level support for Industry users utilizing various web-accessed programs via phone, live chat and email.

  • The Technician provides support for account access/password resets, account maintenance as well as support for specific web accessed programs (completing complex forms and reports for compliance).

  • The Technician will assist the customer base in basic troubleshooting and configuration of Internet browser settings.

  • Document, populate and categorize all contacts into the ticket tracking system with high-quality, detailed, and complete ticket information in real time. Monitoring the incident to ensure a timely resolution.

  • Communicate with Customers in a clear, concise, professional manner in both verbal and written communication.

  • Possess a working knowledge of Microsoft Outlook and other Microsoft applications such as Word, Excel.

  • Possess the ability to work efficiently, professionally and effectively in a high-paced Helpdesk/Call Center environment.

  • Dependability, punctuality and the ability to multi task is essential.

  • Applicant must be able to speak and write in the Spanish language, including utilizing technical terminology in the Spanish language.

  • Performs other job related duties as assigned.

  • SUPERVISORY/MANAGEMENT AUTHORITY

     

    None

     

    EDUCATION AND EXPERIENCE

    Requires a minimum of a High school diploma or equivalent, and one year of technical support experience; one year experience in Call Center or Help Desk environment preferred.

     

    KNOWLEDGE, SKILLS AND ABILITIES

  • Knowledge of Windows 7/Windows 8/Windows 10 operating systems

  • Knowledge of Internet Explorer, Firefox, Chrome web browsers (understands configuration settings/how to clear cache).

  • Basic knowledge of Microsoft Outlook and other Microsoft applications such as Word, Excel.

  • Excellent Customer service, verbal and written skills in both English and Spanish.

  • Ability to troubleshoot computer/browser related issues

  • Ability to keyboard at 40 wpm or better.

  • Ability to multitask efficiently (enter an Incident ticket while assisting a user via live chat or phone call)

  • Ability to work in a Team environment and in close proximity to other personnel

  • Prompt and reliable

  • Previous Federal consulting experience preferred, but not required

  • Sound organizational skills and ability to multi-task under tight deadlines

  •  

  • WORK ENVIRONMENT

     

    This position is performed in a climate controlled Help Desk/Call Center Environment.
    Majority of the work is performed at a desk with a Telephone headset. The incumbent must be able to withstand moderate amounts of stress and noise.

 

With $400 million in annual revenue, 20% growth per year, approximately 950+ active contracts serving 60+ government agencies in 25 countries, 47 states, 2 territories and 2000+ employees, Cherokee Nation Businesses’ (CNB) group of Federal Contracting Section 8(a) companies is well positioned to deliver expertise needed to solve complex technical issues. Federal Solutions provides an array of services for 12 of the 15 cabinet-level departments and agencies – from applications and data services to cybersecurity and national defense.

Why consider Cherokee Nation and our Federal Solutions business? Here are some great resources highlighting what we do and compelling reasons for joining our team!

http://cherokeenationbusinesses.com/Pages/home.aspx

http://cherokeenationbusinesses.com/careers/Pages/home.aspx

http://cherokeenationbusinesses.com/federalSolutions/Pages/overview.aspx

Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, gender identity and sexual orientation. If 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

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 email “CNB.Compliance@cn-bus.com” for assistance. This 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 the purpose of proactively seeking employment and advancement for qualified protected veterans and individuals with disabilities. Upon request, we will schedule time to make our Affirmative Action Plan accessible. If you are interested, please submit a written request with the email subject line: 2018 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. #LI-BB1