Cherokee Nation Management & Consulting (CNMC) and Cherokee Services Group (CSG) have joined together to provide expertise on federal projects supporting the National Park Service IT project including the internal Service Desk. The service desk provides IT support to NPS personnel at various locations and nationwide as needed. The first service desk physical location is at the Main Interior Building located at 1849 C Street, NW in Washington, DC. The second service desk physical location is at 12795 W. Alameda Parkway, Lakewood, CO. Both locations shall provide support to NPS customers via remote tools and at their respective addresses. The service desk will provide first line support (tier I and tier II support) to the end users that will include recording, troubleshooting, and providing solutions to end-user IT related issues involving NPS owned workstations, laptops, mobile devices, standard software and applications. A ticketing system will be used to record, manage and track the life cycle of end user IT related issues.

*Requires Active Public Trust clearance

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform first call resolutions for common issues, customer training, and advanced (equivalent Tier II support) troubleshooting and support.
• Troubleshoot, resolve and provide solutions to end-user problems involving workstations, laptops, tablets, smartphones and standard software/applications.
• Analyze software and business applications; troubleshoot issues.
• Respond to issues and requests over the phone, via email or in-person.
• Follow up with customers ensuring their issues and requests are resolved.
• Ability to work cooperatively and independently to research and document issues and solutions.
• Ability to work collaboratively with multiple enterprise teams to provide complete support to the end user.
• Walk customer through problem-solving process.
• Other service desk duties as assigned.

SUPERVISORY/MANAGEMENT AUTHORITY

Non-supervisory. Reports to Program Manager.

EDUCATION and/or EXPERIENCE

• Bachelor’s Degree (in Computer Science, IT, or relevant field preferred).
• 5 years relevant work experience.
• HDI or A+ certification required.
• Net+ certification preferred.
• Advanced knowledge of computer software systems, including databases, office applications, and operating systems.
• Excellent analytical and diagnostic skills.
• Advanced knowledge of help desk software and remote-access systems.
• High-level communication skills.
• Ability to troubleshoot complex hardware and software issues.
• Patience and understanding.

KNOWLEDGE, SKILLS AND ABILITIES

• Advanced level of experience with Active Directory, Windows Server and Workstation operating systems,
• Understanding of TCP/IP and basic commands to resolve network connectivity issues for end users.
• Intermediate to advanced level of experience with DHCP (reserving IP addresses and creating static IPs).
• Advanced level experience with Microsoft Configuration Manager Console (SCCM) and client deployments.
• Familiarity with Google Apps/Gmail & Microsoft Outlook.
• Utilize remote tools to support remote users.
• Adherence to Service Level Targets or Agreements
• Successfully pass a federal background check and a drug screen

WORK ENVIRONMENT

• The majority of work is technical in nature and conducted in a climate-controlled office environment.