Technical Support Specialist

Chickasaw Nation Industries, Inc.•Norman, OK

28d•$19 - $22•Onsite

About The Position

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. Chickasaw Nation Industries, Inc. serves as a holding company with multiple subsidiaries engaged in several lines of business (Business Services, Health, Infrastructure and Engineering, Mission Optimization, Technology 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

Must be able to pass a background check
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.
Associate's degree and a minimum of two (2) years relevant experience, or equivalent combination of education/experience.

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.