Senior Help Desk Specialist

Sr Help Desk Specialist

***This position requires an active MBI clearance or the ability to obtain a MBI clearance to be considered. ***

As required by our governmental client, this position requires being a US Citizen.

Requires a combination of technical expertise and customer service skills. They should be able to communicate sophisticated technology concepts to both IT professionals and end users. Will be responsible for supporting the IRS IT leaders at the assigned IRS Service Center location and responsible to identify and resolve IT processes related incidents that occur as a result of the deployment of System and Service Center Recognition Image Processing System (SCRIPS) Modernization (MOD) software system.

Compensation & Benefits:

Estimated Starting Salary Range: $70,000 - $90,000

Pay commensurate with experience.

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

Sr Help Desk Support Service Specialist Responsibilities Include:

• Install, configure, and maintain hardware and software.
• Performs first call resolutions for common issues, customer training, and advanced (equivalent Tier II support) troubleshooting and support.
• Ensure the system is fully operational and troubleshoot technical issues swiftly.
• Ensure robust and reliable network connectivity, resolving any network-related issues to guarantee continuous access to the new processing system.
• Provide support, quickly diagnosing and fixing system errors, software malfunctions, and other technical disruptions.
• Collaborate to protect sensitive tax data, continuously monitoring and implementing security protocols to prevent breaches and ensure compliance with federal standards.
• Work closely with IRS personnel to analyze current workflows, identify inefficiencies, and develop optimized processes aligned with the new system's capabilities.
• Guide IRS staff through the transition, offering comprehensive training and support to help them adapt to new procedures and technologies.
• Monitor system performance and business processes, ensuring that all aspects of the new system meet rigorous quality and compliance standards.
• Coordinate between IT and business teams.
• Follows up with customers ensuring their issues and requests are resolved.
• Works cooperatively and independently to research and document issues and solutions.
• Works collaboratively with multiple enterprise teams to provide complete support to the end user.
• Walks customer through problem-solving process.
• Utilizes remote tools to support remote users.
• Adheres to Service Level Targets or Agreements.
• Performs other work-related duties as assigned.

Sr Help Desk Support Service Specialist Experience, Education, Skills, Abilities requested:

• Bachelors in related field or years of experience in lieu of education.
• Advanced level of experience with Active Directory, Windows Server and Workstation operating systems,
• 5+ years of Tier 2/Tier 3 help desk 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.
• Digitalization and scanning background a plus.
• Advanced knowledge of help desk software and remote-access systems.
• High-level communication skills.
• Ability to troubleshoot complex hardware and software issues.
• Ability to display patience and understanding.
• Must pass pre-employment qualifications of Cherokee Federal.
• MBI security clearance preferred, if not ability to qualify for MBI security clearance.

Company Information:

Cherokee Nation Solution Link (CNSL) 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. CNSL is part of Cherokee Federal - a team of tribally owned federal contracting companies. For more information, visit cherokee-federal.com.

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Similar searchable job titles:

Senior Help Desk Support Specialist

Senior IT Support Specialist

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Keywords:

Help desk support

IT support

Technical support

Service desk

Desktop support

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.