Computer Operator I

Chickasaw Nation Industries, Inc.•Oklahoma City, OK

19h

About The Position

The Computer Operator I (Inbound IT Service Desk) supports the Federal Aviation Administration (FAA) Mike Monroney Aeronautical Center (MMAC) Enterprise Services Center (ESC) by assisting customers with routine inquiries and problems involving applications, software, hardware, and network operations. The role works under close supervision, with detailed written or verbal guidance provided before and during assignments. The FAA Customer Service Center operates 24/7, including during adverse weather. This position is assigned a graveyard shift with Monday and Tuesday off, but requires flexibility to work any shift and days off. Work may include nights, weekends, holidays, unscheduled overtime, and coverage for absent coworkers. Occasional telework may be required; employees must have high-speed home internet and a quiet area for calls. Chickasaw Nation Industries (CNI) is a holding company with subsidiaries in business services, health, infrastructure and engineering, mission optimization, technology, and transportation. It supports federal government and commercial enterprises, and a portion of its profits supports Chickasaw citizens and the Chickasaw Nation. CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act.

Requirements

High school diploma or GED.
At least one year of relevant technical support experience, ideally in a service desk or call center.
Hold or obtain an HDI Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification within four months of hire.
U.S. citizen or green card holder due to government or federal requirements.
Ability to pass an FAA background investigation for a Public Trust position.
Knowledge of IT help desk tools, concepts, practices, and procedures.
Familiarity with desktop support incident logging systems such as Active Directory and Remedy ITSM.
Ability to troubleshoot basic computer hardware and software issues.
Strong verbal and written communication skills and fluency in English.
Strong customer service skills and ability to respond professionally and promptly.
Ability to remain tactful when handling difficult individuals or situations.
Critical-thinking skills to identify, analyze, and resolve issues.
Ability to work in a fast-paced environment and learn new incident-response techniques.
Attention to detail and ability to accurately document incidents in a ticketing system.
Ability to work independently or as part of a team.
Ability to lift up to 25 pounds.
Flexibility to work various shifts, overtime, weekends, holidays, and during inclement weather.
Reliability and punctuality.
For occasional telework, access to high-speed home internet and a call area free from background noise.

Nice To Haves

Experience with Active Directory and ServiceNow ITSM or similar tools.
FAA or government contracting experience.
Additional language fluency.

Responsibilities

Resolve common computer operating problems under direct supervision and assist customers with routine application, software, hardware, and network issues.
Respond promptly and professionally to support requests received by phone and email.
Monitor computer systems and operations as needed.
Log events and document findings, actions, and resolutions in the Customer Service and Desktop Support (CSDS) ITSM tool.
Follow and use standard procedure documentation.
Resolve less complex events and escalate more complex events to second-level support.
Plan daily activities according to company policy, the job description, and supervisor instructions to maximize personal output.