[Remote] Help Desk Agent

Note: The job is a remote job and is open to candidates in USA. Cherokee Federal is a division of tribally owned federal contracting companies focused on supporting federal clients. They are seeking a Help Desk Agent to provide technical support for a Centralized Service Desk, assisting over 100,000 users with various technical issues and ensuring high customer satisfaction. Responsibilities Provide technical support to users in an efficient, accurate and professional manner Solve basic technical problems and provide support for all assigned areas Ensure the customer value is maintained to the standards set forth by the company and customer Provide 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 Track, route and redirect problems to correct resources Walk 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 Utilize excellent customer service skills and exceed customers’ expectations Ensure proper recording, documentation, and closure of incident tickets Preserve and grow your knowledge of help desk procedures, products and services Performs other job-related duties as assigned Skills Minimum of a High school diploma or equivalent is required Working knowledge of Windows 11 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 Ability to interpret visual problems and provide guidance Must pass pre-employment qualifications of Cherokee Federal One (1) year of experience in call center or help desk environment One (1) year of customer service experience Company Overview Cherokee Federal, a division of Cherokee Nation Businesses, is a trusted team of government contracting professionals who can rapidly build innovative solutions. It was founded in 1969, and is headquartered in Tulsa, Oklahoma, USA, with a workforce of 5001-10000 employees. Its website is