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Help Desk Agent, Tulsa OK ID#17074 

Temporary-Full time position ending July 2, 2020
 

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 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 Service Level Agreement with the Customer. 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, possess effective communication (both written and verbal) and work collaboratively with personnel responsible for other Tiers of support.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following (Other duties may be assigned):

  • The Helpdesk agent will provide Tier 1 technical support for Industry users who are utilizing various web accessed programs via phone, live chat and email. 
  • The agent provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports). The agent will assist the customer base in troubleshooting and configuration of Internet browser settings.
  • The position requires the agent be responsible for ticket entry in ticketing system, documenting, tracking, and monitoring the incident to ensure a timely resolution.
  • The agent must possess the ability to communicate effectively and professionally (both verbal and written) with the customer.
  • The position requires the agent to have working knowledge of Microsoft Outlook and other Microsoft applications such as Word, Excel.
  • The agent must also 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.
  • The applicant must be able to pass a background check and drug test. 

     

EDUCATION and/or EXPERIENCE

  • Requires a minimum of a High school diploma or equivalent. 
  • One year of technical support experience; one-year experience in call center or help desk environment is preferred.

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Working knowledge of Windows 10.
  • Working knowledge of IE, Firefox, Chrome (understands configuration settings and how to properly access and update settings).
  • Basic knowledge of Microsoft Outlook and other Microsoft applications such as Word, Excel.
    Ability to communicate effectively and professionally.  Excellent listening skills
    Ability to troubleshoot computer/browser related issues.
  • Ability to 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)
  • Ability to work in a Team environment
  • Ability to be prompt and reliable

 

WORK ENVIRONMENT

  • This position is performed in a climate-controlled office setting.
  • Majority of the work will be performed at a desk with a Telephone headset.

About Cherokee Federal
Cherokee Federal – a division of Cherokee Nation Businesses – is 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. Our team of companies manages nearly 1,000 projects of all sizes across the construction, consulting, engineering and manufacturing, health, and technology portfolios.

Since 2012, the Cherokee Federal team of companies has won more than $5 billion in government contracts. Our 3,000+ employees work in 26 countries, 50 states and 2 U.S. territories.

Why choose Cherokee Federal? Visit our website and learn about the great reasons to join our team.  cherokee-federal.com

 

Compliance

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; https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf   and  https://www.dol.gov/ofccp/regs/compliance/posters/pdf/ofccp_eeo_supplement_final_jrf_qa_508c.pdf

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 e-mail 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; https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf 

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: 2020 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.


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