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Help Desk Technician I –Bilingual-English/Spanish, Tulsa, OK, US, ID#18291

SUMMARY

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, CNNS collaborates with partners worldwide to provide even the most complex services to clients.

 

CNSS is recruiting a Help Desk Technician I- Bilingual English/Spanish as 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 must be both proficient and responsive to service desk delivery, troubleshooting, documentation, and sound communication in both English and Spanish at the bilingual level. 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

This position does not have any supervisory and/or managerial authority.

 

EDUCATION AND EXPERIENCE

  • Candidates must be US Citizens
  • Candidates will be subject to a US federal government background investigation and must favorably pass a drug screen.
  • Candidates are required to have as a minimum of a High School diploma or equivalent
  • Candidates must have as a minimum one year of technical support experience
  • Candidates must have as a minimum one year experience in Call Center or Help Desk environment preferred.

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Knowledge of 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.

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:

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 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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