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Help Desk Agent – Tulsa, OK (ID# 14405)

Cherokee Nation System Solutions (CNSS) provides a complete line of innovative services, consulting and products to government agencies, including application modernization, data utilization and advanced analytics, geospatial, GIS and remote sensing, information technology infrastructure, program professional services and scientific and research capabilities. CNSS offers an extensive selection of quality services and products at competitive prices. Additionally, CNSS collaborates with partners nationwide to provide even the most complex services to clients.

We are currently looking for a Help Desk Agent to provide temporary support until July of 2019.  There are multiple positions available. The Help Desk Agent will be responsible for providing Tier 1 support for Industry users via phone, live chat, and email.

The Help desk agent must possess a basic to intermediate knowledge of various internet browser configurations and various web-accessed programs supported. The agent must also possess the ability to work efficiently, professionally and effectively in a very high-paced Helpdesk/Call Center environment.  Dependability, punctuality and the ability to multi task is essential.

 

Essential Duties and Responsibilities:

  • The Helpdesk agent will provide Tier 1 technical support via phone, live chat and email for Industry users who are utilizing various web-accessed programs
  • Support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports)
  • Assist the customer base in troubleshooting and configuration of Internet browser settings
  • Accountability with the incident entry into the ticketing system, documenting, tracking, and monitoring the incident to ensure a timely resolution
  • May be assigned other tasks as needed 

Supervisory/Management Authority:

· This position does not have management or supervisory authority

Education and/or Experience:

  • A minimum of a High school diploma or equivalent is mandatory
  • One year of technical support experience or enrolled in an Information technology/technical support related course in an accredited college for a minimum of six months
  • One year experience in call center or help desk environment is preferred

Knowledge, Skills and Abilities:  (example: specific software, soft skills, etc. – This gets deleted)

  • Working knowledge of Windows 7/ Windows 8.
  • Good working knowledge of IE, Firefox, Chrome (understands configuration settings).
  • Ability to troubleshoot computer/browser related issues.
  • Learn quickly and retain information.
  • Ability to type/keyboard at 40 wpm or better.
  • Ability to multitask efficiently (enter an Incident ticket while assisting a user via live chat or phone call)
  • Possess the ability to communicate effectively and professionally; both oral and written
  • Working knowledge of Microsoft Outlook and other Microsoft applications such as Word, Excel and PowerPoint
  • 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
  • Must successfully pass a federal background check and drug screen
  • Requires a minimum of a <degree> in <discipline> or related field.  Advanced degree a plus

Work Environment:

· This position is performed in a secured federal office setting, a controlled office environment

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.