The Technical Support Specialist assesses and troubleshoots computer user support problems such as password resets, desktop support issues, or specialized applications support.  Additionally, this position may monitor computer systems and operations, as assigned. 

ESSENTIAL 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.  

Responsible for aiding in own self-development by being available and receptive to all training made available by the company. 

Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.  

Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers.  Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources.  Will immediately correct any unsafe conditions to the best of own ability. 

Will be required to work rotating on-call shift. 

Option for Hybrid Remote work.

CNI CORE COMPETENCIES 

Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.

COMPLIANCE

Promotes and encourages a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the company as a whole. Fosters an environment in which they will report any violations or reasonably suspected violation of CNI policy, FAR, and/or CFR and are comfortable discussing the myriad compliance, conflict, FAR, CFR, etc. issues that arise during the performance of a government contract.  

EDUCATION / EXPERIENCE 

Associate's degree in Information Technology related field, or equivalent combination of education / experience. 

Experience with PC hardware and software installation and troubleshooting, MS Active Directory, Windows 10, MS Office 2016/ O365,  Virtual Desktops, Printer installation and troubleshooting, Remote support software.

CERTIFICATES / LICENSES / REGISTRATION 

CompTIA A+ Certification or equivalent Required 

CompTIA Network +/Security + Preferred 

JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES 

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, Microsoft Teams, Office, Microsoft Windows, Adobe Acrobat, WebEx, 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 

LANGUAGE SKILLS 

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to accurately log incident tickets in standard ITSM software. Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization. 

MATHEMATICAL SKILLS 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. 

REASONING ABILITY 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

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 25 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.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protects status.

• CNI offers a comprehensive benefits package that includes:

• Medical
• Dental
• Vision
• 401(k)
• STD/LTD/AD&D
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Training and Development Opportunities

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