Computer Operator I

Chickasaw Nation Industries•Oklahoma City, OK

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 questions and problems involving applications, software, hardware, and network operations. The role works under close supervision with detailed written or verbal guidance. The FAA Customer Service Center operates 24/7, including during adverse weather. The position is scheduled for a graveyard shift with Monday and Tuesday off, but applicants must be flexible to work any shift and days off. Nights, weekends, holidays, and unscheduled overtime may be required, including coverage for an absent coworker. Occasional telework may be required; employees must have high-speed internet at home and a call area free from background noise. Chickasaw Nation Industries, Inc. is a holding company whose subsidiaries serve federal government and commercial enterprises across several lines of business. A portion of its profits supports Chickasaw citizens and the economic development and long-term viability of the Chickasaw Nation and its people. CNI is a drug-free federal contractor. Applicants must be U.S. citizens or green card holders and pass an FAA background investigation for a position of Public Trust. The position requires a high school diploma or GED and at least one year of relevant technical support experience. An HDI Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification must be held or obtained within four months of hire. Benefits for eligible full-time employees are available on the first day of hire.

Requirements

High school diploma or GED.
At least one year of relevant technical support experience, ideally in a service desk or call center.
Must hold or obtain 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 position of Public Trust.
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.
Exceptional 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 home high-speed 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 skills.

Responsibilities

Under direct supervision, resolve common computer operating problems.
Assist customers with routine inquiries and issues involving applications, software, hardware, and network operations.
Respond promptly and professionally to support requests 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 software tool.
Follow and use standard procedure documentation.
Resolve less complex events and escalate more complex events to second-level support.
Plan daily activities in accordance with company policy, the job description, and supervisor instructions to maximize personal output.
Provide occasional telework support when required, with suitable home internet access and a quiet area for calls.