Helpdesk Specialist Journeyman

Cherokee Federal seeks a Helpdesk Specialist Journeyman to provide tier 1-2 technical support for federal clients. In this role, you will resolve hardware, software, network, and account issues via phone, email, and ticketing systems; manage incidents through closure; and escalate complex problems as needed. You will support Windows, Office 365, VPN, and common enterprise tools while maintaining detailed documentation and strong customer service. Join a mission-driven, growth-oriented team supporting critical government operations nationwide.

Responsibilities

• Provide tier 1-2 technical support for end users via phone, email, and ticketing tools
• Troubleshoot and resolve hardware, software, network, and account access issues
• Manage incidents and service requests through closure, following SLAs
• Administer user accounts, permissions, and passwords in enterprise systems
• Support Windows, Office 365, VPN, and common productivity applications
• Document issues, resolutions, and standard procedures in a knowledge base
• Escalate complex or high-impact issues to senior engineers or specialists
• Collaborate with cross-functional IT teams to improve service quality

Required Skills

• Windows and mac
• OS support
• Ticketing systems (e.g., Service
• Now, Jira)
• Active Directory account management
• VPN and remote access support
• Office 365 administration
• Network troubleshooting (TCP/IP, DNS)
• Hardware and peripheral troubleshooting
• Incident and request management
• ITIL-based service desk practices
• Documentation and knowledge base updates