About us

Join the team who values your skills and expertise. Cherokee Nation Operational Solutions (CNOS) provides professional services and innovative products to federal and commercial clients. CNOS helps you make the most of your skills by taking a personalized approach to solving clients' toughest challenges. This approach gives customers the support they deserve and the quality they expect from a team that can handle every detail – a team of experts, like you.

Cherokee Nation Operational 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.

Job Overview:

Help Desk Personnel manage and coordinate the handling of incidents, problems, service, and change requests for end users of unclassified/classified systems. They manage the life cycle of incidents, problems, and service requests including fulfillment, verification, and closure; they hold responsibility in supporting multiple tiers in accordance with the Tier Level Definitions. The Help Desk resource will provide appropriate communication to IT users and serve as a point of coordination for other IT groups/processes (Incident Management, Service Request Fulfillment, Problem Management, and Change Management, etc.).

Essential Duties & Responsibilities:

Includes the following (but not limited to):

• Provide Help Desk reports on the status of all projects, incidents, requests, and problems.
• Coordinate with the Government Service integrator and other service providers to resolve incidents and problems and fulfill service requests.
• Provide an interface between Help Desk and Government application Help Desks, other Government managed partners, and/or third-party providers.
• Support Incident, Problem, and Request Management processes leveraging the ITIL service framework and best-business practices.
• Troubleshoot, prioritize, research, and document user problems thoroughly and accurately within tickets.
• If unable to resolve an issue, responsible for escalating it to the proper higher tier team in conjunction with escalation guidelines.
• Support all CAC pin resets.
• Provide end user support for hardware, software, and associated peripherals (including Government Furnished Property (GFP)).
• Track, stage, configure, and install end user hardware, software, and associated peripherals (including GFP).
• Provide support for Installs, Moves, Adds, and Changes (IMAC) requests which includes but not limited to installations in accordance with the Government provided SOPs for analog and VoIP devices, workstations and laptops, and other end-user devices (including GFP).
• Track equipment deliveries and schedule installation of any end user hardware received at the location in accordance with jointly developed implementation plans.
• Configure and deploy end user hardware and software in accordance with the Government provided SOPs.
• Assist end users in the recovery and restoration of files lost due to accidental file deletion, system corruption, loss of systems, or hardware failure or by other means.
• Coordinate with designated government point(s), (ex. Hand Receipt Holders/Logistics), of contact to ensure hardware, inventory, and tracking is appropriately accounted for.
• Provide support for VoIP troubleshooting.
• Install, maintain, and configure services for VoIP phones/integrated service clients that provide voice, video, presence, and chat (currently Jabber).
• Support the application of set-up procedures and end user training for the programming/use of Telecommunications, mobile phones, and Vocera.
• Provide support services for the deployment and maintenance of all mobile devices to include but not limited to iPhones, iPads, wireless mobile devices, and wireless kiosk communications devices.
• Provide services related to designing, delivering, and maintaining solutions for both secure/non-secure video systems which include Cable Television (CATV), VTC, desktop LAN VTC systems, and web-based collaboration tools.
• Configure video service to be delivered via ISDN, IP, SIP, or other digital transmission service, support multi-point bridging, and enable routing of video calls to off-net locations over the MRC, East network to MRC, EAST location nearest the destination point.
• Configure the equipment to support transfer of multimedia data (e.g., text, graphics, images, video, and audio) to a format the receiving side can integrate.
• Provide technical support for web-based collaborative training and other advanced VTC solutions.
• Remotely diagnose videoconferencing systems and sessions.
• Plan, implement, and manage VTC/video projects and services.
• Operate, maintain, configure, and test VTC, and other video services operating in unclassified modes.
• Shall install, move, add, and change teleconferencing/streaming media equipment.
• Provide onsite support for setup and configuration for local presentations and endpoint to endpoint presentations.
• Provide VTC network technical support and maintenance of network base end points.
• Provide SW distribution and install upgrades to videoconference, SW, and firmware.

Supervisory/Management Authority:

None.

Education & Experience:

• Must have demonstrated incident, problem, and request management processes leveraging the Information Technology Infrastructure Library (ITIL) service framework and best-practices.
• Must have demonstrated experience with managing a ticketing system (Remedy) and ServiceNow.
• Proficiency in using Government provided helpdesk system/help desk ticketing software to log, monitor, document, and close network trouble tickets to include but not limited to (Global Service Center (GSC), BMC Remedy, ServiceNow)
• Secret clearance required.
• Security+ certification required.
• Must be a US citizen.

Knowledge, Skills, & Abilities:

• Must possess required certifications per DoD 8570.1M for privileged level access.
• Possess strong analytical and problem-solving skills.
• Able to work effectively in a team or independently.
• Possess communication and organizational skills.
• Work well under pressure and handle multiple projects at once.
• Be self-motivated, positive, have a can-do approach, and team player attitude.

Work Environment:

• This position is primarily performed in a climate-controlled office setting.
• Candidates in consideration will be responsible for passing a government/federal background check.
• Cherokee Federal has suspended it’s COVID mandate. However, it’s important to note that Cherokee Federal employees are included as covered employees in U.S. Presidential Executive Order 14042, which mandates Covid vaccines for federal contractors. Executive Order 14042 is currently not subject to enforcement by the Federal government. Therefore, Cherokee Federal has suspended application of the mandate and continues to monitor the government’s guidance on administration of any vaccine.

About the Team:

Cherokee Federal is a division of Cherokee Nation Businesses, the economic engine of Cherokee Nation, the largest Native American tribe in the U.S. As a trusted partner, the Cherokee Federal team of companies manages nearly 2,000 projects of all sizes across the construction, engineering and manufacturing and mission solutions portfolios — ranging from advanced data analytics and telehealth to cybersecurity, cloud and logistics.

Since 2012, our team of companies has won $6 billion in government contracts and completed more than 5,300 federal missions. Our 3,600+ employees work in 20+ countries, 50 states and 2 U.S. territories.

Compliance:

Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.

Job Type: Full-time

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years
• 4 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• In order to be considered for next steps, an email address AND phone number must be provided below, thank you!
• How many years of Help Desk experience?
• What is your minimum salary expectation?
• Are you experienced in holding responsibility in supporting multiple tiers in accordance with the Tier Level Definitions?
• Are you experienced in incident, problem, and request management processes leveraging the Information Technology Infrastructure Library (ITIL) service framework and best practices?

Education:

• Bachelor's (Preferred)

License/Certification:

• CompTIA Security+ (Required)

Security clearance:

• Secret (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: One location

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