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Help Desk Technician, Fort Myer, Arlington, VA, US ID#16275

Cherokee Nation Operational Solutions (CNOS) provides a complete line of medical equipment and supplies along with innovative office products and services to businesses and health care facilities throughout North America. Wholly owned by Cherokee Nation, Cherokee Nation Operational Solutions is part of the Cherokee Nation Businesses’ family of companies.

For more company information, visit our site at    

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 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.

Help Desk Tech

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 tickets.  If unable to resolve an issue, The  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 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


Supervisory/Management Authority

  • This position will not have supervisory/management authority.


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)
  • Must possess required certifications per DoD 8570.1M for privileged level access.
  • A Bachelor’s Degree in Information Systems, business, Communications or related field is preferred or five (5) years of equivalent experience


Knowledge, Skills and Abilities

  • 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)
  • Possess excellent knowledge of basic system protocols and methodologies.
  • Possess strong analytical and problem-solving skills and the ability to work effectively in a team or independently.
  • Communication skills, highly organized, work well under pressure and handle multiple projects at once.
  • Be self-motivated, positive, can-do approach and team player.
  • Ability to prioritize tasks in a high-pressure environment.
  • Must be able to obtain and maintain a favorable National Agency Check (NAC).
  • Must be a US citizen.
  • A+ certification
  • Active Secret security clearance 


Work Environment

  • This position is primarily performed in a climate controlled office setting.  


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!

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 “” 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 “” This email box is not for resumes or follow up on job applications.