User Support Specialist II

About the role

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.

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.
• 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

Pay and benefits

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

Benefits

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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