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. As a federal contractor, CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act.

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, working with established instructional design concepts and guidelines; 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

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; 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

Benefits

Medical; Dental; Vision; Company Life Insurance; Short-Term and Long-Term Disability Insurance; 401(K) with Immediate Vesting; Professional Development Assistance; Legal Aid Assistance Program; Family Planning / Fertility Assistance; Personal Time Off; Observance of Federal Holidays; Employee Assistance Program (EAP); Training and Development Opportunities