Service Desk Support Specialist Tier 2

Tier-2 Service Desk Support Specialist

As required by our governmental client, this position requires US Citizenship and an active TS/Sensitive Compartmental Information (SCI) clearance.

Role:
Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware for the Joint Warfare Analysis Center (JWAC). Ensures efficient and effective resolution of IT-related issues to maintain smooth business operations.

This is a full-time onsite opportunity.

Estimated starting salary range:
Pay commensurate with experience.

Full‑time benefits include medical, dental, vision, 401(k), and other benefits as provided.

• Provide walk‑in and live, onsite telephone coverage during NSH.
• Answer customer telephone calls and emails to the Service Desk during NSH.
• Monitor voicemails, emails, and Teams requests for service and/or help.
• Record any additional information obtained from the user in the ITSM system.
• Assign ticket priority based on applicable SOP.
• Perform initial diagnosis and analysis of incidents and provide immediate resolution and recovery, if possible.
• Provide effective hand‑off escalation of incidents that cannot be addressed by the initial contact.
• Update ticket by adding worklog information as required.
• Monitor status of all open tickets and escalate, as appropriate.
• Coordinate resolution with other internal and external teams, as appropriate.
• Provide advice and guidance to users regarding restoration of interrupted service and outage communication.
• Account‑related services for user issues (when users are on and/or off JWAC facility premises): creation, deletion, unlock, password reset.
• Pick up equipment from JWAC JP Assets division, deliver it to a user, install it, and troubleshoot any issues.
• Remove hardware when needed. Equipment delivered/installed and/or removed includes workstations, monitors, KVMs, peripherals, VoIP phones, printers, and other typical office equipment and hardware.
• Configure, install, and troubleshoot JWAC‑approved laptops, desktops, printers, network‑connected copiers, scanners, and other office IT equipment.
• Perform system deployment (build/rebuild of Windows 10/11 workstations, Windows 2016/2022 servers, Red Hat Linux systems).
• Provide first line customer support, obtaining necessary information and either providing the solution or escalating to Tier 2 support.
• Assist JWAC Registry and Assets divisions with inventories, act as JIRA administrator for Service Desk Automations, contact vendors for third‑party support, and manage records management.

• 3 to 7 years of help desk or related technical field experience.
• Security+ certification (or higher) for IAT II certification and maintain technical and management certifications per DoDM 8140.03.
• Compliance with DoW and Command's Cyber Security policies.
• Pass DoW privileged user account exam covering relevant material and maintain standards for administrative accounts.
• Experience in computer set‑up, configuration, and troubleshooting.
• Experience with software associated with Standard Desktop Configuration (e.g., MS Office, Adobe, authorized Web Browsers).
• U.S. Citizenship.
• Active TS clearance SCI/SAP eligibility.
• Pass pre‑employment qualifications of Cherokee Federal.

Cherokee Nation Defense Solutions (CNDS) is part of Cherokee Federal, a tribally owned federal contracting company.

Cherokee Federal is an equal opportunity employer. Please visit  for information regarding our affirmative action and equal opportunity employer statement and accommodation request.