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Help Desk Specialist - Mid. Level

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Help Desk Specialist - Mid. Level

Job ID R1063
Job Location Albuquerque, NM
Full-Time/Part-Time Full-Time

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.


The Help Desk Specialist II provides IT technical support to the Indian Health Services (IHS) Service Desk. This position assesses and/or diagnoses complex problems and end-user needs, and then determines and implements the most cost-effective technically acceptable solution within the customer’s constraints. The Help Desk Specialist II also tests, documents, and/or modifies systems based on user requirements and system configuration requirements.


Essential duties and responsibilities include the following.  Other duties may be assigned.

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.

Conducts daily desktop systems administrations tasks such as loading operating systems, imaging Windows laptops, updating firmware and BIOS, installing latest patches and anti-virus, routine maintenance, change management and regular documented reporting of system maintenance.

Manages and maintains inventory of all site desktop/peripheral equipment, conducts all hardware lifecycle tasks according to agency policy, and coordinates inventory management tasks with the customer’s lead.

Provides excellent customer service with in depth knowledge of Windows 10, MS Office Suite 2016/2019, and ability to support mobile device operating systems (Android, iOS, BlackBerry).

Conducts support for desktop, laptops, computer peripherals, printers and multi-functional devices. Provides technical assistance, support for large conferences, consultation, and briefings as required.

Sets up and administers complex multi-tier computing system environments.

Develops and maintains technical documentation, system inventory and diagrams.

Performs daily checks and maintains uptime for all active client systems.

Participates in and contributes to a team approach for end user support and problem solving.

Provides proactive support of all systems and applications.

Receives, creates and assigns ServiceNow tickets alongside Tier 3 IT ServiceDesk.

Available for off-hour/on-call support as required.

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 co-workers. 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.


Bachelor's degree (B.A.) from four-year college or university; five (5) years’ of Information Technology experience with three (3) or more years’ of specialized experience in hands-on end-user support and software application administration in a production environment; or equivalent combination of education and experience. Experience with PC hardware, NetIQ DRA, MS Active Directory, Exchange 2013,2016 MS 2012 Server Administration, network infrastructure basics, Windows 10 , MS Office 2013, 365 desktop and network operating systems. Recent experience with ServiceNow, BMC Remedy or other Service Desk related applications. Knowledge of encryption technologies such as Microsoft BitLocker preferred. Systems administration experience with Windows Server operating systems, smart-card hardware/software and wireless support preferred.


Ability to adapt to quickly changing priorities

Ability to provide support for all peripherals (scanners, printers, etc.)

Ability to take a proactive approach to problem solving

Ability to train other team members

Knowledge in Adobe Connect and knowledge of host management is desirable

Knowledge in laptop image creation and deployment

Knowledge in laptop/hardware installations and configurations

Knowledge in Microsoft Office Products including Visio and Project

Knowledge in Microsoft Windows 10 Administration and Microsoft Suite applications

Knowledge in service ticketing systems and IT Service Management

Outstanding customer service skills

Proficiency in audio-visual and VTC technologies, such as Polycom systems

Proven record of successful execution in cross-team collaborative IT environment

Strong documentation, diagramming, and reporting skills

Strong written and verbal communication skills


Certification in CompTIA CE A+, Net+, Sec+, MCP, ITIL V3/V4 Foundations or HDI CSR,SCA, DAST preferred

Ability to obtain government security clearance


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.


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.


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


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 hand tools, computers, and/or controls. Required to speak and hear. Frequently required to stand on ladders or objects, walk and stoop, kneel, crouch, or crawl under or behind objects. 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. Minimal risk of electrical shock.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!