Information Specialist II (Customer Service)

Koniag Government Services, LLC•Oklahoma City, OK

1d•Onsite

About The Position

Koniag Advisory Business Solutions, LLC, a Koniag Government Services company, is seeking an Information Specialist II (Customer Service) to support KABS and our government customer in Oklahoma City, OK. This position plays a crucial role in providing technical assistance and support to ensure smooth IT operations to the Indian Health Service (IHS), Oklahoma City Area Office (OCAO) network of hospitals, clinics, and health stations on or near Indian reservations. This is an onsite position located at the IHS, OCAO. The IT Specialist (Desktop Support) will serve as a front-line technical resource, addressing user issues and maintaining IT equipment throughout the organization.

Requirements

Desktop/laptop, printer/peripherals, software, hardware, and network printer support experience (installations, troubleshooting, etc.)
Active Directory experience (user accounts, user moves)
Experience with an IT ticket tracking system, preferable ServiceNow
Strong interpersonal and communication skills
Ability to explain technical concepts in non-technical terms
Proficiency in troubleshooting Windows operating systems and applications
Knowledge of basic networking concepts
Experience with user account management and permissions
Ability to work independently and as part of a team
Understanding of information security best practices
Commitment to customer service excellence
Knowledge of Privacy Act requirements and information protection protocols
Ability to maintain confidentiality with sensitive information

Nice To Haves

CompTIA A+ Certification
Experience working in a healthcare environment
Familiarity with Indian Health Service systems
Experience with remote support tools
Knowledge of inventory management processes
Experience creating technical documentation and knowledge base articles

Responsibilities

Using a customer-focused approach, provide professional support and technical assistance
Interact with customers via telephone or in-person and enter IT support requests into a web-based (ServiceNow) incident management system
Provide information to customers in a calm and respectful manner at all times.
Search knowledge bases, policy documents, ticketing systems, and other references to find answers to customer inquiries and clearly communicate information without excessive technical jargon.
Quickly escalate high priority issues to your team lead, supervisor, or relevant managers in other offices and clearly communicate relevant information.
Provide resolution to well-documented IT incidents and service requests within the prescribed service level agreements, response times, and resolve times.
Install new equipment such as docking stations, computers, monitors, printers, headsets, and other accessories with supervision or direct guidance.
Install software and issue licenses.
Provide remote or on-site desktop support to troubleshoot common incidents with clearly documented troubleshooting steps with supervision or direct guidance.
Perform physical equipment and networking set-up and moves.
Accountable for complying with the agency-wide information security program. Safeguards Federal information and information systems from a known or reasonably suspected information security threat, vulnerability, or risk.
Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of IT products and services.
Ensures implementation of security requirements and security practices with all duties to minimize risk to the organization.
Open, issue and resolve trouble tickets using ServiceNow for IT problems.
Provide ticket metric reports monthly and as needed.