IT Service Technician I - 33427

Chickasaw Nation; Ada (OK); On-site; USD 35,000 - 55,000; Full time

Job summary

Chickasaw Nation in Ada, OK seeks a Tier 1 IT support specialist to provide remote software and hardware assistance to end users. You will diagnose issues, document resolutions, and respond to calls, emails, and chats while maintaining professionalism and adherence to company policies.

Ideal candidates have 1 year of related IT experience and a CompTIA A+ certification. The role emphasizes teamwork, accuracy in ticketing, and maintaining a safe, organized work environment.

Qualifications

• 1 year of directly related IT support experience.
• Ability to document and track support requests clearly.
• CompTIA A+ certification required.

Responsibilities

• Responsible for tier 1 remote software and hardware support to end users for a wide variety of issues.
• Responds to telephone calls, email, and chat requests for support.
• Documents, tracks, and monitors problem resolution in the work order system to ensure timely resolutions.
• Escalates situations as appropriate and coordinates with higher-level support when needed.
• Maintains professionalism, follows policies, and supports a safe work environment.
• Collaborates with technical teams to improve IT services and customer satisfaction.

Skills

Assessment protocols

Basic computer skills

Flexibility

Web service design

ITIL framework

Education

Other

Tools

ITIL framework

Job description

Ada, OK | Information Technology | Full Time

Posted yesterday | Apply before November 23, 2026

Description

Summary:
Responsible for tier 1 remote software and hardware support to end users for a wide variety of issues. Must be able to identify, diagnose, research, and resolve technical problems. Responds to telephone calls, email, and personnel requests for technical support. Responsible for thoroughly documenting, tracking, monitoring, and entering supporting information and problem resolution into a work order tracking system to ensure timely resolutions.

Responsibilities

• Provides first class customer service to both internal and external customers and responds to inquiries, compliments, and/or complaints with professionalism, courtesy, and efficiency
• Completes all training and development requirements and participates in continuing education opportunities
• Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
• Maintains a clean, organized work area and ensures a safe environment
• Maintains and promotes professionalism
• Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
• Adheres to Chickasaw Nation dress code standards
• Maintains knowledge of and follows all rules, regulations, policies and guidelines for assigned area
• Answers the phone, transfers call, takes messages and screens calls per guidelines for areas served
• Develops and maintains documentation as appropriate -- files, logs, records, reports, etc.
• Communicates with other team members, departments, guests and management
• Shares general and important information
• Listens to others
• Follows divisional, departmental and organizational protocols
• Responds to telephone calls, email, and chat requests for support
• Communicates with customers to identify and diagnose issue(s)
• Troubleshoots problems using scripts and checklists as guides
• Provides effective solutions to technical issues
• Creates work orders as needed
• Escalates situations as appropriate
• Utilizes standard templates and manufactured articles to document services and processes
• Takes ownership of customer issues to resolve in a timely manner
• Collaborates with technical teams to ensure proactive support
• Utilize input from service/process owners, job performers and other stakeholders/SMEs to define business requirements for IT products, services, and processes
• Evaluate ITSM metrics to increase efficiency
• Meets goals by establishing productivity, quality and service standards, and identifies improvement opportunities
• Analyze business requirements to develop technical solutions within the IT Client Services realm
• Follows best practices for hardware and software configuration
• Participates in testing and evaluation of new hardware, software packages, product releases and implementation prototypes as required
• Handles routine customer complaints and incidents, exhibiting the appropriate discretion to identify situations that require the attention of supervisory personnel
• Escalates problematic issues to the next level of management for guidance in resolution of issues

Competencies

• Able to follow instructions, both written and oral
• Able to adhere to all scheduling and attendance requirements
• Ability to maintain a high level of confidentiality in all matters
• Ability to handle difficult customers and situations
• Ability to work independently
• Honesty, truthfulness, reliability, accountability
• Able to read, understand, apply, and retain knowledge of Chickasaw Nation, departmental, divisional and all other rules, regulations, policies, procedures and guidelines
• Knowledge and understanding of general accepted accounting principles (GAAP)
• Knowledge of information systems, structure, network and application protocols
• Organizes work and assigned area logically and orderly
• Define problems, collect data and establish facts
• Identify, analyze and repair routine problems
• Organizational and time-management abilities
• Ability to plan, organize and follow through on assignments
• Able to verbally communicate in a professional and positive manner with other team members, departments, guests and management

Skills

• Skilled in formal and informal assessment protocols
• Basic Computer skills
• Must be flexible and be able to adapt to last minute changes
• Proficiency in web service design
• Expertise in ITIL environment

Experience

• 1 year directly related experience

Education

• Other

Credentials

• Pass general background check
• Pass gaming background check
• Gaming license or permit as required by assigned position
• CompTia A+

Working Conditions

• Sometimes work in confined spaces (e.g. crawl space, tank)
• Hand-eye coordination, reach and grasp
• Manual dexterity
• Visual acuity for detail, distance, color, depth perception
• Listening and hearing ability
• Frequently lift and or carry up to 25 lbs
• Basic math environment
• Sitting up to 25% of shift
• Standing up to 75% of shift
• Works in an office setting

Training

It is the responsibility of each employee to attend required training for their position or profession as determined by their line of support (LOS) or the leadership of the Chickasaw Nation. It is the responsibility of those who supervise, manage or otherwise lead employees or teams to ensure each employee has access to and receives all required training.

Mission, Vision & Core Values

Mission

• To enhance the overall quality of life of the Chickasaw people.

Vision

• To be a nation of successful and united people with a strong cultural identity.

Core Values

• The Chickasaw People
• Cultural Identity
• Servant Leadership
• Selflessness
• Can Do Attitude
• Perseverance
• Stewardship
• Trust and Respect
• Loyalty
• Honesty and Integrity
• Teamwork