User Support Specialist III

Chickasaw Nation Industries; Rockville (MD); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Holidays

Paid Time Off

Training and Development Opportunities

Legal Aid Program

EAP

Job summary

Chickasaw Nation Industries seeks a User Support Specialist III to provide first-line IT help desk assistance for IHS and remote sites. You will resolve desktop and peripheral issues, log tickets, and collaborate with senior staff to ensure timely solutions.

The role emphasizes strong communication, professional customer service, and the ability to work in a fast-paced federal contracting environment. On-site work in Rockville, MD is expected.

Qualifications

• Associates degree in IT or related field with 5 years of IT help desk experience.
• Experience supporting users in a fast-paced environment and handling tickets.
• Strong communication and problem-solving skills for diverse audiences.

Responsibilities

• Serve as initial point of contact for call center/user support via phone and email.
• Troubleshoot hardware/software issues and log tickets clearly in the system.
• Escalate complex problems to senior support as needed and provide timely resolutions.

Skills

IT Help Desk

Customer Service

Communication Skills

Multitasking

Problem Solving

Education

Associate's degree in Information Technology

Tools

Ticketing systems

Remote support tools

Job description

SUMMARYThe User Support Specialist III 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 REQUIREMENTSMust be a U.S. born or naturalized citizen due to government or federal requirementMust be able to obtain required government security clearanceKnowledge and understanding of the tools, concepts, practices, and procedures related to an IT help desk user support environmentWorking knowledge utilizing service desk software tools and applicationsKnowledgeable and skilled in the use of ticketing systems with ability to clearly and concisely log ticketsAbility to read and interpret common information systems documents and translate into layman terminologyExcellent problem-solving skills with ability to troubleshoot computer hardware / software issuesExcellent critical thinking skills with ability to identify, analyze and resolve problems / issuesExcellent 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 mannerAbility to use tact in handling difficult individuals and/or situationsAbility to resolve difficult or challenging problems within the assistance of senior support or the use of outside software analysis supportHighly organized with ability to multitaskAbility to work in a fast-paced environment and to learn and apply new knowledge and techniques related to incident responseAbility to effectively work both independently and in a team environment for the successful achievement of goalsAbility to lift 25 poundsESSENTIAL DUTIES AND RESPONSIBILITIESEssential 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 / EXPERIENCEAssociates degree in Information Technology or a related field of study, and five (5) years’ of relevant experience in an IT help desk support environment as specified below; or equivalent combination of education / training / experience. Experience as an applications programmer on large-scale systems, knowledge of computer equipment, and ability to develop complex software to satisfy design objectives preferred.PHYSICAL DEMANDSThe 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.CNI offers a comprehensive benefits package that includes:MedicalDentalVision401(k)Family Planning/Fertility AssistanceSTD/LTD/Basic Life/AD&DLegal-Aid ProgramEmployee Assistance Program (EAP)Paid Time Off (PTO) – (11) Federal HolidaysTraining and Development OpportunitiesYour application submission will be considered for all potential employment opportunities with Chickasaw Nation Industries (CNI).#INDCNI