User Support Specialist II

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 required government security clearance

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

ESSENTIAL 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…