User Support Specialist II

Chickasaw Nation Industries•Albuquerque, NM

About The Position

The User Support Specialist II provides information technology support services for the Indian Health Service (IHS) and remote locations. Working as part of a team, this position provides first-response assistance with desktop and peripheral support issues. Chickasaw Nation Industries, Inc. (CNI) is a holding company whose subsidiaries serve federal government and commercial enterprises across multiple lines of business. A portion of CNI’s profits supports Chickasaw citizens and the economic development and long-term viability of the Chickasaw Nation and its people. The position is the initial call-center contact for agency programs, assisting users by phone and email. It troubleshoots hardware, software, email, directories, Windows desktop applications, customer applications, and printers; resolves less complex issues and escalates more complex ones. The role also supports application testing, documentation, user inquiries and training, occasional onsite installations, and customer satisfaction review. Work is primarily performed in an office environment. CNI states that eligible full-time employees receive benefits beginning on the first day of hire. The estimated pay range is $23.41 to $27 per hour, with the final offer dependent on location, skillset, and experience. Applicants must be U.S.-born or naturalized citizens and must be able to obtain and maintain the required customer clearance.

Requirements

Must be a U.S.-born or naturalized citizen due to government or federal requirements.
Must be able to obtain and maintain the required customer clearance for access to systems, facilities, equipment, and property.
Associate degree in Information Technology or a related field and three years of relevant experience in a customer-facing IT help desk support environment, or an equivalent combination of education, training, and experience.
Knowledge of tools, concepts, practices, and procedures related to an IT help desk user support environment.
Working knowledge of service desk software tools and applications.
Skill using ticketing systems, including clearly and concisely logging tickets.
Ability to read and interpret common information systems documents and explain them in layman's terms.
Strong problem-solving and troubleshooting skills for computer hardware and software issues.
Critical thinking skills to identify, analyze, and resolve problems.
Excellent verbal and written communication skills for interacting with technical and non-technical audiences, including customers, team members, management, and federal staff.
Strong customer service skills, including responding professionally, helpfully, and promptly.
Tact in handling difficult individuals or situations.
Ability to resolve challenging problems with assistance from senior support or outside software analysis support.
Strong organization and multitasking skills.
Ability to work in a fast-paced environment and learn and apply new incident-response knowledge and techniques.
Ability to work independently and collaboratively to achieve goals.
Ability to lift 25 pounds.

Responsibilities

Serve as the initial point of contact for call-center support for agency programs.
Provide computer users with problem-solving support by phone and email.
Resolve less complex issues promptly and escalate more complex issues to senior support or supervisory personnel.
Conduct user interactions professionally.
Troubleshoot computer hardware and software, electronic mail, directories, standard Windows desktop applications, customer applications, and printers.
Apply appropriate troubleshooting techniques, analyze user-related application problems, and apply or recommend solutions.
Help ensure timely issue response through problem recognition, research, isolation, and follow-up.
Occasionally perform onsite installations and provide startup or cutover guidance for applications requiring significant deployments or data conversion.
Support application development testing and assist with documentation.
Respond to user inquiries about applications and provide training on assigned software applications.
Use instructional design concepts and guidelines to support effective training materials.
May collaborate on a standardized training approach for new employees.
Review customer satisfaction survey results and research tickets as needed.
Learn new applications and support new areas as needed.