User Support Specialist II

775 Chickasaw Strategic Pointe, LLC; Albuquerque (NM); On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Disability Insurance

Life Insurance

Employee Assistance Program (EAP)

Paid Time Off

Federal holidays

Job summary

CNI is seeking a capable IT Help Desk professional to serve as the first contact for agency programs, assisting users with software and hardware issues via phone and email. The role emphasizes clear ticket logging, timely responses, and professional service to a diverse user base including federal staff.

Ideal candidates will have an Associate degree in IT, 3 years of help desk experience, and the ability to work independently or in a team.

Qualifications

• Associates degree in IT or related field with 3 years’ experience in an IT help desk environment.
• Experience with customer-facing IT support and incident management.
• Familiarity with Windows desktop applications and printer support.

Responsibilities

• Serve as the initial contact for call center support for agency programs.
• Provide problem-solving support to computer users via phone and email.
• Troubleshoot and escalate issues to senior staff as needed.
• Maintain professional interactions and document all tickets clearly.
• Assist with on-site installations and application deployments as required.
• Support training materials and user education on assigned software.

Skills

IT help desk experience

Ticketing systems

Customer service

Problem solving

Verbal and written communication

Multitasking

Team collaboration

Physical lifting ability

Education

Associate degree in Information Technology

Tools

Service desk software

Job description

ESSENTIAL REQUIREMENTS

• Must be a U.S. born or naturalized citizen due to government or federal requirement
• Must be able to obtain and maintain the required customer clearance for access to systems, facilities, equipment and property
• Knowledge and understanding of the tools, concepts, practices and procedures related to an IT help desk user support environment
• Working knowledge utilizing service desk software tools and applications
• Knowledgeable and skilled in the use of ticketing systems with ability to clearly and concisely log tickets
• Ability to read and interpret common information systems documents and translate into layman terminology
• Excellent problem-solving skills with ability to troubleshoot computer hardware / software issues
• Excellent critical thinking skills with ability to identify, analyze and resolve problems / issues
• Excellent verbal and written communications skills with ability to effectively communicate / interact with a wide variety of technical and non-technical audiences (i.e., customers, team members, management and federal staff)
• 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
• Ability to resolve difficult or challenging problems within the assistance of senior support or the use of outside software analysis support
• Highly organized with ability to multitask
• Ability to work in a fast-paced environment and to learn and apply new knowledge and techniques related to incident response
• Ability to effectively work both independently and in a team environment for the successful achievement of goals
• Ability to lift 25 pounds

KEY DUTIES AND RESPONSIBILITIES

• Serves as the initial point of contact for call center support for agency programs.
• Provides computer users with problem-solving support via phone and email.
• Resolves less complex issues immediately, and elevates more complex issues to senior level support or supervisory personnel.
• Conducts all interactions in a professional manner.
• Troubleshoots user problems with computer software and hardware, electronic mail, directories, standard Windows desktop applications, specific customer applications and with printers.
• Uses proper troubleshooting techniques, analyzes user-related problems in assigned applications, and applies or recommends solutions.
• Helps to control issues by ensuring a timely response process, which includes problem recognition, research, isolation and follow-up steps.
• Occasionally performs onsite installations, and provides startup or cutover guidance on applications that require significant deployments and/or data conversion efforts.
• Performs applications development testing support, and assists with documentation.
• Helps with user inquiries on how to use applications.
• Helps with user training on assigned software applications.
• Works with established instructional design concepts and guidelines for effective training materials.
• May work as part of a team to develop a standardized training approach for new employees on required skill sets.
• Reviews customer satisfaction survey results and researches tickets, as needed.
• Learns new applications and supports new areas, as needed.

EDUCATION / EXPERIENCE

Associates degree in Information Technology or a related field of study, and three (3) years’ of relevant experience in an IT help desk support customer facing environment, or equivalent combination of education / training / experience.

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 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.

EOE including Disability/Vet

The estimated pay range for this role is $23.41 to $27/hr, with the final offer contingent on location, skillset, and experience.

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.

• 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

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

Headquartered in Norman, Oklahoma, CNI serves as a holding company with multiple subsidiaries that operate as Limited Liability Companies (LLCs) engaged in several lines of business including Civilian, Defense, Filtration, Network Services, and Research, Development, Test and Evaluation.

CNI supports a diverse culture that offers innovative approaches and customer-centered services. When you do business with us, you gain efficient and cost-effective solutions that help safeguard the environment, protect and secure key assets, and connect resources to needs.

We are proud to support the economic development of the Chickasaw Nation and to contribute to the tribal mission of enhancing the overall quality of life of the Chickasaw people.

A portion of our profits is used to support Chickasaw citizens through a multitude of programs and services such as education, health care, nutrition services, housing programs, legal services, elder and child care and community support programs.

Successful economic development is an integral part of the Chickasaw Nation’s operations.