Help Desk Coordinator

Help Desk Coordinator Intermediate

This position requires an active Secret clearance. Under general supervision, the Help Desk Coordinator responds to and diagnoses problems through discussions with users, recognizing problems, researching solutions, isolating issues, and performing resolution steps. Less complex problems are resolved immediately, while more complex problems are escalated to senior-level support.

Estimated Starting Salary Range for Help Desk Coordinator Intermediate: $47,000 - $56,820. 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.

• Assists trouble tickets opened by users on the Helpdesk site, reviewing all information for accuracy and coordinating with users for any additional information required.
• Assists users with CAC pin resets.
• Interfaces with vendor support service groups to ensure appropriate notification during outages or periods of degraded system performance.
• Assists with installation of terminals and associated hardware.
• Supports functional users in troubleshooting computer‑related problems. Polite, patient, and customer‑focused assistance is a must. Notifies users of modified input data/format requirements.
• Adheres to regulations concerning Computer Operations.
• Installs software on PCs, SOC operating systems, and upgrades, as well as installs and updates COTS software packages including the Microsoft Office Suite.
• Uses trouble ticket software (Remedy or another method as mutually agreed upon by COR and Project Manager) to document and maintain all user trouble calls. A Remedy ticket number shall be updated in the Helpdesk ticket for reference.
• Processes all in/out processing documents, including Special Access Authorization Requests (SAARs). Reviews all documentation for accuracy and works with the user for any required information.
• Assists users with completing required Cyber Awareness training when the user does not have access to the network.
• Performs other job‑related duties as assigned.

• Two (2) years of experience in computer system/network support, including one year of specialized experience as a Hardware PC Technician.
• Two (2) years of experience with PC Network, Windows OS, and Active Directory; one (1) year of experience working with web‑based ticket submission.
• Must be DoD 8140 certified at the IA T Level II at a minimum (IAW AFMAN 17‑1303, para 3.2.1.2), which includes CCNA Security, CySA+, GIC SP, GSEC, Security+, or SSCP.
• Must pass pre‑employment qualifications of Cherokee Federal.

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Cherokee Federal is an equal opportunity employer. Please visit  for information regarding our Affiliation Statement, Accommodation requests, and Presidential EO 14042 Notice.