Technical Support Specialist I

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 (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.

ESSENTIAL REQUIREMENTS

Must be able to pass a background check

CompTIA A+ Certification preferred.

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.

ESSENTIAL 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.

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/warehouse setting. Regularly required to use hands to finger, handle, or feel. Regularly required to reach with hands and arms, occasionally above head. Regularly required to twist at the waist, climb and descend stairs while carrying objects. Ability to speak and hear. Frequently required to stand, walk, stoop, kneel, crouch or crawl. Occasionally required to sit and climb or balance. Regularly lifts and/or moves up to twenty-five pounds and occasionally lifts and/or moves up to fifty pounds. Works near moving mechanical parts. Regularly exposed to general office and general office machinery noise. May be exposed to warehouse, truck or forklift noise.


EOE including Disability/Vet

The estimated pay range for this role is $19 to $22 per hour, with the final offer contingent on location, skillset, and experience.

CNI offers a comprehensive benefits package that includes:

• Medical
  
• Dental
  
• Vision
  
• 401(k)
  
• Family Planning/Fertility Assistance
  
• STD/LTD/Basic Life/AD&D
  
• Legal-Aid Program
  
• Employee Assistance Program (EAP)
  
• Paid Time Off (PTO)
  
  
• Training and Development Opportunities
  

Your application submission will be considered for all potential employment opportunities with Chickasaw Nation Industries (CNI).

#INDCNI