Help Desk Agent Bilingual (Spanish/English), Ft. Collins, CO

This is a full time/temporary position and will end June 30, 2023.

Must be able to obtain a Public Trust

Join the team who values your skills and expertise. Cherokee Nation System Solutions (CNSS) helps federal agencies improve productivity and find innovative solutions. Taking a personalized approach, CNSS offers a complete line of innovative services and consulting to government agencies, including call center, application modernization, data utilization, advanced analytics and IT infrastructure. Your valuable skills can help us give customers the support they deserve and the quality they expect from our team – a team of experts, like you.

Cherokee Nation System 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 .

SUMMARY

The Help Desk Agent is an integral component of a team providing friendly, expert, professional support for a Centralized Service Desk supporting 100,000 + users nationwide and internationally. The Help Desk agent handles and resolves various incidents related to web based program access and usage in support of a Federal entity and their industry users.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Be the customer front line contact where you will 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.
• Provides 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
• Tracks, routes and redirects problems to correct resources
• Walks 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
• Utilizes excellent customer service skills and exceed customers’ expectations
• Ensures proper recording, documentation and closure of incident tickets.
• Preserves and grows your knowledge of help desk procedures, products and services.
• Performing other related duties and responsibilities as assigned/required.

EDUCATION AND EXPERIENCE

• 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.

KNOWLEDGE, SKILLS AND ABILITIES

• 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)
• Ability to learn and retain complex information
• Possess excellent grammar and writing skills in both the English and Spanish language
• Ability to speak professionally in the English and Spanish language
• Ability to multitask in a high volume Help Desk/Contact center environment
• Ability to assess, mitigate complex issues utilizing sound judgment and compassion
• Must be a US citizen
• Must be able to obtain a Public Trust
• Must be able to pass a drug screen and background investigation.

WORK ENVIRONMENT

• This is a tele-work position. Candidate must live in the Ft. Collins, CO.

Estimated Starting Pay Range: $ 18.00 to $20.00 hourly

CNSS offers a 401(k) with 100% match up to 6%, life insurance, paid time off and more. Paid sick leave is provided in accordance with applicable law.

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 blocked from enforcement pending court proceedings. Therefore, Cherokee Federal is halting the application of the mandate; however, if the injunction is lifted, Cherokee Federal will restore administration of the vaccine requirement.

ABOUT THE TEAM

Cherokee Federal is a collective group of subsidiary companies of Cherokee Nation Businesses (CNB). CNB is 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.

Why Cherokee Federal? Visit cherokee-federal.com to learn why you should join our team!

Compliance

Cherokee Federal is an equal opportunity employer. We are committed to prohibiting discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, union affiliation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We conform to the spirit as well as to the letter of all applicable laws and regulations governing all aspects of the relationship between the Company and its employees, including, but not limited to, recruitment, employment, promotion, transfer, training, working conditions, wages and salary administration, employee benefits, and application of policies. The policies and principles of EEO also apply to the selection and treatment of independent contractors, personnel working on our premises who are employed by temporary agencies and any other persons or firms doing business for or with the Company.

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