Technical Support Specialist I

Chickasaw Nation Industries, Inc.•Norman, OK

4d•Onsite

About The Position

SUMMARY The Technical Support Specialist I assesses and troubleshoots computer user support problems such as password resets, desktop support issues, or specialized applications support for the CNI Corporate environment. Additionally, this position may monitor computer systems and operations, as assigned. ESSENTIAL REQUIREMENTS CompTIA A+ Certification preferred. Skilled proficiency in Microsoft SharePoint, Office, Microsoft Windows, Adobe Acrobat, WebEx, Microsoft Lync and Cisco Jabber (support of additional applications may be required). Experience with PC and Apple hardware, Microsoft 365(Outlook, Teams, Office), Intune, Entra, Airwatch, Windows 11, Iphone and Android. KEY DUTIES AND RESPONSIBILITIES Essential duties and responsibilities include the following. Other duties may be assigned. Handles inbound telephone customer requests. Troubleshoots and resolves issues by applying effective, investigative methods and service desk troubleshooting procedures. Performs problem diagnosis, problem recognition, research, isolation and resolution. Works independently to determine the best and most efficient solution to resolve the customer’s operational issues, including procedural changes as necessary. Applies system analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications based on user profiles. Monitors assigned queues, voicemail, web site and other incoming communication methods for user requests for support. Documents all actions taken and escalates tickets to higher-level support groups as necessary; participates in maintaining and improving helpdesk standard operating procedures (SOPs). Resets user passwords, provides desktop support and/or specialized applications support. Monitors computer systems and operations, as assigned. Promptly answers help desk phones. Adheres to standard procedure documentation. Responsible for aiding in own self-development by being available and receptive to all training made available by the company. Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output. EDUCATION AND EXPERIENCE Associate's degree and a minimum of two (2) years relevant experience, or equivalent combination of education/experience. Experience with PC and Apple hardware, Microsoft 365(Outlook, Teams, Office), Intune, Entra, Airwatch, Windows 11, Iphone and Android. 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. Reasonable accommodations may be made to enable individuals with disabilities to 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 tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic. EOE including Disability/Vet Chickasaw Nation Industries, Inc. (CNI) is a federally chartered corporation wholly owned by the Chickasaw Nation. Headquartered in Norman, Oklahoma, CNI serves as a holding company with multiple subsidiaries that operate as Limited Liability Companies (LLCs) engaged in several lines of business including Civilian, Defense, Filtration, Network Services, and Research, Development, Test and Evaluation. CNI supports a diverse culture that offers innovative approaches and customer-centered services. When you do business with us, you gain efficient and cost-effective solutions that help safeguard the environment, protect and secure key assets, and connect resources to needs. We are proud to support the economic development of the Chickasaw Nation and to contribute to the tribal mission of enhancing the overall quality of life of the Chickasaw people. A portion of our profits is used to support Chickasaw citizens through a multitude of programs and services such as education, health care, nutrition services, housing programs, legal services, elder and child care and community support programs. Successful economic development is an integral part of the Chickasaw Nation’s operations.

Requirements

Skilled proficiency in Microsoft SharePoint, Office, Microsoft Windows, Adobe Acrobat, WebEx, Microsoft Lync and Cisco Jabber (support of additional applications may be required).
Experience with PC and Apple hardware, Microsoft 365(Outlook, Teams, Office), Intune, Entra, Airwatch, Windows 11, Iphone and Android.
Associate's degree and a minimum of two (2) years relevant experience, or equivalent combination of education/experience.
Experience with PC and Apple hardware, Microsoft 365(Outlook, Teams, Office), Intune, Entra, Airwatch, Windows 11, Iphone and Android.

Nice To Haves

CompTIA A+ Certification preferred.

Responsibilities

Handles inbound telephone customer requests.
Troubleshoots and resolves issues by applying effective, investigative methods and service desk troubleshooting procedures.
Performs problem diagnosis, problem recognition, research, isolation and resolution.
Works independently to determine the best and most efficient solution to resolve the customer’s operational issues, including procedural changes as necessary.
Applies system analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications based on user profiles.
Monitors assigned queues, voicemail, web site and other incoming communication methods for user requests for support.
Documents all actions taken and escalates tickets to higher-level support groups as necessary; participates in maintaining and improving helpdesk standard operating procedures (SOPs).
Resets user passwords, provides desktop support and/or specialized applications support.
Monitors computer systems and operations, as assigned.
Promptly answers help desk phones.
Adheres to standard procedure documentation.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.