User Support Specialist II

Chickasaw Nation Industries, Inc.; Albuquerque (NM); On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Family Planning/Fertility Assistance

STD/LTD/Basic Life/AD&D

Legal aid

EAP

PTO

Training & development

Job summary

Chickasaw Nation Industries, Inc. is seeking a User Support Specialist II to provide first-response IT services for IHS and remote locations. You will work in a team to resolve desktop and peripheral issues and log tickets clearly for analysis and escalation.

The role emphasizes professional communication, problem-solving, and the ability to multitask in a fast-paced environment. It may include onsite deployments and training support as needed.

Qualifications

• IT help desk knowledge and practices
• Working with service desk software
• Ticketing systems proficiency
• Strong problem-solving abilities
• Excellent verbal and written communication
• Team-oriented and able to multitask
• Ability to lift up to 25 pounds

Responsibilities

• Acts as the initial contact for call center support, resolving simple issues and escalating complex ones to senior staff
• Maintains professional interactions with users and supports troubleshooting of software, hardware, and printers
• Logs and tracks issues clearly in the ticketing system and follows up on open tickets
• Performs onsite installations or cutover guidance for deployments as needed
• Supports user training and creates or updates training materials with established guidelines
• Reviews customer satisfaction data and assists with knowledge expansion as needed

Job description

The User Support Specialist II provides information technology services support for the Indian Health Service (IHS) and remote locations. This position works in a team environment to provide first response assistance in resolving desktop and peripheral user support issues.

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

• 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

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

• 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 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).

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