Technical Support Specialist

Chickasaw Nation Industries, Inc.•Norman, OK

4d•$18 - $23

About The Position

The Technical Support Specialist I assess 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. 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. As a federal contractor, CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act.

Requirements

The ability to pass a background check.
CompTIA A+ Certification Required.
Demonstrated ability to provide customer support for IT issues to local and remote staff.
Demonstrated ability to diagnose and troubleshoot hardware / software / system functional specification issues.
Demonstrated ability to explain technical information in a non-technical manner (verbal and written)
Skilled proficiency in Microsoft SharePoint, Office, Microsoft Windows, Adobe Acrobat, WebEx, Microsoft Lync and Cisco Jabber (support of additional applications may be required).
Ability to coordinate user support requests using a ticketing system.
Ability to create and produce reports from the ticketing system.
Solid organizational skills relevant to carrying out day-to-day responsibilities.
Detail-oriented with ability to effectively multi-task and manage multiple projects and priorities.
Excellent verbal and written communications skills.
Exceptional customer service skills with ability to use tact in handling difficult individuals and/or situations.
Flexible with ability to work a variety of shift assignments (including overtime).
Ability to be reliable and punctual.
Ability to effectively work both independently and in a team environment.
Associate's degree and a minimum of two (2) years relevant experience, or equivalent combination of education/experience.
Experience with PC hardware, MS Active Directory, Exchange 2013 and subsequent versions of messaging services, server 2008/2012, network infrastructure, Windows 7, MS Office 2013, desktop and network operating systems and MS Outlook.

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.