The Computer Operator II supports activities of the Federal Aviation Administration (FAA) Mike Monroney Aeronautical Center (MMAC) Enterprise Services Center (ESC) by providing customer assistance related to routine inquiries / problems concerning applications, software, hardware, and network operations. The Computer Operator II works under general supervision and applies standard operating or corrective procedures to process scheduled routines that present few difficult operating problems, and to handle infrequent or easily resolved error conditions. This position refers problems that do not respond to preplanned procedures to the next level. 

The FAA Customer Service Center (CSC) maintains 24/7 operations at all times, including during adverse weather conditions. Shifts may include nights, weekends and holidays. This position is also subject to working unscheduled overtime and assisting with coverage in the event of an absent coworker. 

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

• Ability to pass an FAA background investigation to work in a position of Public Trust 

• Help Desk Institute (HDI) Customer Service Representative (CSR) or Support Center Analyst (CSA) Certification required within 4 months of hire date 

• Knowledge and understanding of the tools, concepts, practices and procedures related to an IT Help Desk Support environment. 

• Basic knowledge and understanding of ITIL terminology and best practices. 

• Operational knowledge and understanding of desktop support incident logging tools (i.e., Active Directory and ServiceNow ITSM). 

• Operational knowledge and ability to troubleshoot computer hardware / software issues.  

• Ability to reset local / network passwords and to add / remove users. 

• Excellent verbal, written, and telephone communications skills with fluency in the English language (other languages welcome). 

• Exceptional customer service skills with ability to respond to requests in a professional, helpful and timely manner.  

• Ability to use tact in handling difficult individuals and/or situations.  

• Solid critical thinking skills with ability to identify, analyze and resolve problems / issues. 

• Ability to work in a fast-paced, stressful environment and to learn / apply new knowledge and techniques related to incident response.  

• Detail-oriented with ability to accurately log incident tickets in a ticketing software system. 

• Ability to effectively work both independently and in a team environment for the successful achievement of goals. 

• Ability to lift up to 25 pounds. 

• Flexible with ability to work a variety of shift assignments, including overtime and during inclement weather conditions. 

• Ability to be reliable and punctual. 

KEY DUTIES AND RESPONSIBILITIES

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

• Under general supervision, resolves common computer operating problems.  Provides customer assistance with routine inquires in relation to problems associated with applications, software, hardware, and network operations issues.  

• Responds to requests for support via phone calls and emails promptly and professionally.   

• Monitors computer systems and operations, as needed. 

• Helps others within the department; and provides regular training, mentoring and guidance on an as-needed basis. 

• Logs all events, and documents findings / actions / problem resolutions in the Customer Service Center Support (CSCS) Information Technology Service Management (ITSM) software tool.  

• Follows and makes use of standard procedure documentation. 

• Resolves more complex events immediately and escalates very complex events to next level of support. 

• May be required to telework and must have home high-speed internet access and an area to receive calls that is free from background noise.  

• Uses service desk troubleshooting tools and effective, investigative methods to perform problem diagnosis, problem recognition and to research, isolate and resolve issues. 

• Helps others within the department and provides regular guidance on an as-needed basis.  

EDUCATION AND EXPERIENCE

Associate’s degree in a related field of study and a minimum of one (1) year relevant experience in a technical support role; or three (3) years relevant experience in a service desk, call center or similar technical environment.  Must currently possess or obtain within four (4) months of hire date the Help Desk Institute (HDI) Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification.  Experience with Active Directory, Remedy ITSM or a similar problem / incident logging tool preferred.  FAA or government contracting experience preferred. 

PHYSICAL DEMANDS

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. 

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. 

EOE including Disability/Vet

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).