The User Support Specialist II provides information technology services support for the Indian Health Service (IHS) and remote locations. W orks in a team environment to provide first response assistance in resolving desktop and peripheral user support issues. This position is required to be on-site in the Albuquerque , NM area.
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.

ESSENTIAL REQUIREMENTS

• The ability to obtain, maintain and access classified information at the Public Trust level.
• Must be able to obtain ITIL Foundations certificate within 6 months
• Knowledge and understanding of the tools, concepts, practices and procedures related to an IT help desk user support environment
• Working knowledge utilizing service desk software tools and applications
• Knowledgeable and skilled in the use of ticketing systems with ability to clearly and concisely log tickets
• Ability to read and interpret common information systems documents and translate into layman terminology
• Excellent problem-solving skills with ability to troubleshoot computer hardware / software issues
• Excellent critical thinking skills with ability to identify , analyze and resolve problems / issues
• Excellent verbal and written communications skills with ability to effectively communicate / interact with a wide variety of technical and non-technical audiences (i.e., customers, team members, management and federal staff)
• Exceptional customer service skills with ability to respond to requests in a professional, helpful and timely manner
• Ability to use tact in handling difficult individuals and/or situations
• Ability to resolve difficult or challenging problems within the assistance of senior support or the use of outside software analysis support
• Highly organized with ability to multitask
• Ability to work in a fast-paced environment and to learn and apply new knowledge and techniques related to incident response
• Ability to effectively work both independently and in a team environment for the successful achievement of goals
• Ability to lift 25 pounds

EDUCATION AND EXPERIENCE

Associates degree in Information Technology or a related field of study, and three (3) years’ of relevant experience in an IT help desk support environment, or equivalent combination of education / training / experience. Experience as an applications programmer on large-scale systems, knowledge of computer equipment, and ability to develop complex software to satisfy design objectives preferred.

Essential Duties and responsibilities include the following. Other duties may be assigned.

• Serves as the initial point of contact for call center support for agency programs. Provides computer users with problem-solving support via phone and email. Resolves less complex issues immediately, and elevates more complex issues to senior level support or supervisory personnel.
• Conducts all interactions in a professional manner.
• Troubleshoots user problems with computer software and hardware, electronic mail, directories, standard Windows desktop applications, specific customer applications and with printers. Uses proper troubleshooting techniques, analyzes user-related problems in assigned applications, and applies or recommends solutions.
• Helps to control issues by ensuring a timely response process, which includes problem recognition, research, isolation and follow-up steps.
• Occasionally performs onsite installations, and provides startup or cutover guidance on applications that require significant deployments and/or data conversion efforts.
• Performs applications development testing support, and assists with documentation. Helps with user inquiries on how to use applications.
• Helps with user training on assigned software applications. Works with established instructional design concepts and guidelines for effective training materials. May work as part of a team to develop a standardized training approach for new employees on required skill sets.
• Reviews customer satisfaction survey results and researches tickets, as needed.
• Learns new applications and supports new areas, as needed.