Job Description

Help Desk Agent - Tier 1

Help Desk Agent - Tier 1 will be responsible for providing Tier 1 technical support for end users via phone, live chat, and email.

Compensation & Benefits:

Estimated Starting Salary Range for Help Desk Agent - Tier 1: $18.00 per hour

Pay commensurate with experience.

Help Desk Agent Tier 1 Responsibilities Include:

• Customer service-oriented Help desk support agent to provide technical support to users in an efficient, accurate and professional manner.
• Customer front line contact expected to solve basic technical problems and provide support for all assigned areas. The goal is to 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

Help Desk Agent Tier 1 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 10 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)
• Familiarity with CRM or ITSM tools (incident ticket logging and tracking software).
• Ability to learn and retain complex information, preferred.
• Possess excellent grammar and writing skills in the English language, required.
• Ability to speak professionally in the English language, required.
• A successful candidate must possess the ability to independently perform all tasks using currently available tools, including but not limited to Help Desk tools, phone, chat, and ITSM
• Ability to multitask in a high-volume Help Desk/Contact center environment.
• Ability to assess, mitigate complex issues utilizing sound judgment and compassion.
• Must pass pre-employment qualifications of Cherokee Federal

Work Environment:

This position is 100% Remote but will be required to travel once a month to onsite meetings. Due to this, the candidate must reside in Northern Colorado. Candidate must have a reliable Internet service and a dedicated work area without any distractions or noise. The majority of the work will be performed utilizing a laptop, monitors and telephone headset.

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.

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

#CherokeeFederal #LI-SB1

similar searchable job titles

• Technical Support Representative

• Customer Support Specialist

• Service Desk Analyst

• IT Help Desk Technician

• Support Center Agent

Keywords

• Help Desk Support

• Tier 1

• Technical Support

• Customer Service

• IT Troubleshooting

Legal Disclaimer: Cherokee Federal is an equal-opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, Accommodation request, and Presidential EO 14042 Notice.

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