Help Desk Support Services Specialist-Intermediate

Cherokee Federal

401(k)

United States, Texas, San Antonio

Jun 11, 2025

Help Desk Support Services Specialist Intermediate

Cherokee Nation System Solutions is part of Cherokee Federal - 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. For more information, visit cherokee-federal.com.

Active Secret Clearance Required

SUMMARY

The Help Desk Support Service Specialist - Intermediate provides second-tier technical support to end users for PCs, applications, and hardware. This role handles complex issues that Tier 1 support is unable to resolve and collaborates with network services and application development teams to restore service and address core problems. The specialist simulates or recreates user problems to identify and resolve operating difficulties, recommends system modifications to reduce recurring issues, and maintains the highest level of technical expertise in the field.

Compensation & Benefits:

Pay commensurate with experience. $28.00 hour to $30.00 hour

Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice.

Responsibilities Include:

Manage advanced troubleshooting for desktops, laptops, printers, database connection issues, and network connectivity problems Analyze software and business applications; troubleshoot issues.
Analyze software and business applications, identifying and resolving technical issues.
Install and upgrade NIPR/SIPR PC operating systems and COTS software packages, including the Microsoft Office Suite.
Follow up with customers to ensure their issues and requests are fully resolved.
Collaborate with multiple enterprise teams to provide comprehensive support to end users.
Utilize trouble ticket software, including ServiceNow and other internal ticketing systems, to track and resolve issues.

Experience, Education, Skills, Abilities requested:

Five (5) years of experience in computer system/network support. Includes one year of specialized experience related to Hardware PC Technician.
Five (5) years of experience with PC Networks, Windows OS, and Active Directory.
Three (3) years of experience working with web-based ticket submission.
Certified at IAT Level II at a minimum IAW AFMAN 17-1303, para which includes CCNA Security, CySA+, GIC SP, GSEC, Security+, or SSCP.
SECRET Clearance required
Must pass pre-employment qualifications of Cherokee Federal
Expected Schedule: Monday through Friday, 7:00 AM - 4:00 PM
Onsite Requirements: 100% onsite

Company Information:

Cherokee Nation System Solutions (CNSS) provides support, services, and solutions to federal and commercial customers. The company takes a personalized approach to solving our clients' toughest challenges, helping you make the most of your skills. CNSS is part of Cherokee Federal - a team of tribally owned federal contracting companies. For more information, visit cherokee-federal.com.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-mployment qualifications of Cherokee Federal.

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List Keywords

Windows OS
Active Directory
PC Networks
Security+
web-based ticket

Legal Disclaimer:

All qualified applicants will receive consideration for employment without regard to protected veteran status, disability or any other status protected under applicable federal, state or local law.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.