Help Desk Agent

The Help Desk Agent is an integral component of a team providing friendly, expert,
professional support for a Centralized Service Desk supporting 100,000 + users nationwide and
internationally. The Help Desk agent handles and resolves various incidents related to web
based program access and usage in support of a federal entity and their industry users.

Compensation & Benefits:

Estimated Starting Salary Range for Helpdesk Agent:

Fort Collins, CO - Hourly rate is $18.50 an hour

Tulsa, OK - $17.00 an hour

Helpdesk Agent Responsibilities Include:
* Provide technical support to users in an efficient, accurate and professional manner.
* Solve basic technical problems and provide support for all assigned areas.
* Ensure the customer value is maintained to the standards set forth by the company and
customer.
* Provide first level contact and convey resolutions to Federal and Industry users' issues via
phone, chat and email.
* Provides support for account access/password resets and account maintenance as well as
support for specific web accessed programs (completing complex forms and reports).
* Properly escalate unresolved queries to the next level of support
* Track, route and redirect problems to correct resources.
* Walk customers through problem solving process. Assists the customer base in troubleshooting
and configuration of Internet browser settings.
* Follow up with customers, provide feedback and see problems through to resolution.
* Utilize excellent customer service skills and exceed customers' expectations.
* Ensure proper recording, documentation, and closure of incident tickets.
* Preserve and grow your knowledge of help desk procedures, products and services.
* Performs other job-related duties as assigned

Helpdesk Agent Experience, Education, Skills, Abilities requested:
* Minimum of a High school diploma or equivalent is required
* One (1) year of experience in call center or help desk environment is preferred.
* One (1) year of customer service experience is preferred.
* Working knowledge of Windows 11 and computer basics
* Working Knowledge of MS Edge, Mozilla Firefox, Google Chrome (understands
Configuration Settings, how to access/update settings)
* Basic knowledge of Microsoft Office products (IE: Outlook, Excel, Word, MS TEAMS)
* Basic knowledge of computer file structure and utilization of various computer tools (IE:
snipping tool, basic commands)
* Ability to learn and retain complex information.
* Possess excellent grammar and writing skills in both the English and Spanish language.
* Ability to speak professionally in the English and Spanish language.
* Ability to multitask in a high-volume Help Desk/Contact center environment.
* Ability to assess, mitigate complex issues utilizing sound judgment and compassion.
* Ability to interpret visual problems and provide guidance
* Must pass pre-employment qualifications of Cherokee Federal

Company Information:
Cherokee Nation System Solutions (CNSS) is a part of Cherokee Federal - the division of tribally
owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted
partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a
brighter future, solving complex challenges, and serving the government's mission with
compassion and heart. To learn more about CNSS, visit cherokee-federal.com.

#CherokeeFederal #LI-DH1

Cherokee Federal is a military friendly employer. Veterans and active military transitioning to
civilian status are encouraged to apply.

Titles:
1. Technical Support Specialist
2. Customer Service Help Desk Agent
3. IT Support Representative
4. Frontline Technical Assistance
5. User Support Specialist
Keywords:
1. Customer service
2. Technical support
3. Help desk
4. Incident resolution
5. IT troubleshooting

Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokeefederal.com/careers for information regarding our Affirmative Action and Equal Opportunity

Employer Statement, and Accommodation request.
Many of our job openings require access to government buildings or military installations.
Candidates must pass pre-employment qualifications of Cherokee Federal