Technical Support Specialist
The Technical Support Specialist I assess and troubleshoots computer user support problems such as password resets, desktop support issues, or specialized applications support for the CNI Corporate environment. Additionally, this position may monitor computer systems and operations, as assigned.
Chickasaw Nation Industries, Inc. serves as a holding company with multiple subsidiaries engaged in several lines of business (Technology, Infrastructure & Engineering, Health, Manufacturing, Public Safety, Consulting, and Transportation) for the federal government and commercial enterprises. A portion of our profits is used to support Chickasaw citizens. We are proud to support the economic development and long-term viability of the Chickasaw Nation and its people. CNI offers premium benefits eligible on the first day of hire to full time employees; (Medical - Dental – Vision), Company Life Insurance, Short-Term and Long-Term Disability Insurance, 401(K) Immediate Vesting, Professional Development Assistance, Legal Aid Assistance Program, Family Planning / Fertility Assistance, Personal Time Off, and Observance of Federal Holidays.
As a federal contractor, CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act.
ESSENTIAL REQUIREMENTS
The ability to pass a background check.
CompTIA A+ Certification Required.
Demonstrated ability to provide customer support for IT issues to local and remote staff.
Demonstrated ability to diagnose and troubleshoot hardware / software / system functional specification issues.
Demonstrated ability to explain technical information in a non-technical manner (verbal and written)
Skilled proficiency in Microsoft SharePoint, Office, Microsoft Windows, Adobe Acrobat, WebEx, Microsoft Lync and Cisco Jabber (support of additional applications may be required).
Ability to coordinate user support requests using a ticketing system.
Ability to create and produce reports from the ticketing system.
Solid organizational skills relevant to carrying out day-to-day responsibilities.
Detail-oriented with ability to effectively multi-task and manage multiple projects and priorities.
Excellent verbal and written communications skills.
Exceptional customer service skills with ability to use tact in handling difficult individuals and/or situations.
Flexible with ability to work a variety of shift assignments (including overtime).
Ability to be reliable and punctual.
Ability to effectively work both independently and in a team environment.
KEY DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Handles inbound telephone customer requests.
Troubleshoots and resolves issues by applying effective, investigative methods and service desk troubleshooting procedures.
Performs problem diagnosis, problem recognition, research, isolation and resolution.
Works independently to determine the best and most efficient solution to resolve the customer’s operational issues, including procedural changes as necessary.
Applies system analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications based on user profiles.
Monitors assigned queues, voicemail, web site and other incoming communication methods for user requests for support.
Documents all actions taken, and escalates tickets to higher-level support groups as necessary; participates in maintaining and improving helpdesk standard operating procedures (SOPs).
Resets user passwords, provides desktop support and/or specialized applications support.
Monitors computer systems and operations, as assigned.
Promptly answers help desk phones.
Adheres to standard procedure documentation.
EDUCATION AND EXPERIENCE
Associate's degree and a minimum of two (2) years relevant experience, or equivalent combination of education/experience. Experience with PC hardware, MS Active Directory, Exchange 2013 and subsequent versions of messaging services, server 2008/2012, network infrastructure, Windows 7, MS Office 2013, desktop and network operating systems and MS Outlook.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.
EOE including Disability/Vet
The estimated pay range for this role is $18 to $23, with the final offer contingent on location, skillset, and experience.
CNI offers a comprehensive benefits package that includes:
- Medical
- Dental
- Vision
- 401(k)
- Family Planning/Fertility Assistance
- STD/LTD/Basic Life/AD&D
- Legal-Aid Program
- Employee Assistance Program (EAP)
- Paid Time Off (PTO) – (11) Federal Holidays
- Training and Development Opportunities
Your application submission will be considered for all potential employment opportunities with Chickasaw Nation Industries (CNI).
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