Inbound Helpdesk Technician / Computer Operator I

Inbound Helpdesk Technician / Computer Operator I Chickasaw Nation Industries, Oklahoma City, OK Full Time

SUMMARY

The Inbound Helpdesk Technician / Computer Operator I supports activities of the Federal Aviation Administration (FAA) Mike Moroney Aeronautical Center Enterprise Services Center by providing customer assistance related to routine inquiries or problems concerning applications, software, hardware, and network operations. The role is performed under close supervision with detailed written or verbal guidance.

ESSENTIAL REQUIREMENTS

Schedule: Wednesday‑Sunday, with Mondays and Tuesdays off. Must obtain a government moderate risk public trust security clearance. Must possess or obtain within four (4) months of hire date, HDI Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification. FAA or government contracting experience preferred. Experience with Active Directory, ServiceNow ITSM or a similar problem/incident logging tool preferred.

KEY DUTIES AND RESPONSIBILITIES

Under direct supervision, resolve common computer operating problems and provide customer assistance with routine inquiries related to applications, software, hardware, and network operations issues. Respond to support requests via phone calls and emails promptly and professionally. Monitor computer systems and operations as needed. Log all events and document findings, actions, and problem resolutions in the CSDS ITSM software tool. Follow and use standard procedure documentation. Resolve less complex events immediately and escalates more complex events to second‑level support. May be required to telework and must have home high‑speed internet access and an area free from background noise. Plan daily activities within company policy guidelines to maximize personal output. Compete in self‑development training made available by the company.

EDUCATION AND EXPERIENCE

High school diploma or GED and a minimum of one year relevant experience in a technical support role, preferably in a service desk or call center environment.

JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES

Knowledge of tools, concepts, and procedures related to an IT Help Desk Support environment. Basic knowledge of desktop support incident logging tools (e.g., Active Directory and Remedy ITSM). Basic troubleshooting skills for computer hardware and software issues. Excellent verbal and written communication skills; fluency in English (other languages welcome). Exceptional customer service skills with the ability to respond to requests promptly and professionally. Ability to use tact in handling difficult individuals or situations. Solid critical‑thinking skills; ability to identify, analyze, and resolve problems. Ability to work in a fast‑paced, stressful environment and to learn and apply new knowledge related to incident response. Detail‑oriented with the ability to accurately log incident tickets. Ability to work independently and in a team environment. Ability to lift up to 25 pounds. Flexible to work a variety of shift assignments, including overtime and inclement weather. Reliability and punctuality.

PHYSICAL DEMANDS

Work is primarily performed in an office environment, requiring regular sitting, use of hands, and occasional lifting up to 25 pounds. Reasonable accommodations may be provided for individuals with disabilities. EOE EEO including disability/veteran. Location: Oklahoma City, Oklahoma. #J-18808-Ljbffr CHICKASAW NATION INDUSTRIES INC