Inbound Help Desk Specialist

This position will be a graveyard shift with Monday/Tuesday off, but applicants need to be flexible to work any shift 24/7 if needed.

SUMMARY

The Computer Operator I (Inbound IT Service Desk) supports activities of the Federal Aviation Administration (FAA) Mike Monroney Aeronautical Center (MMAC) Enterprise Services Center (ESC) by providing customer assistance related to routine inquiries / problems concerning applications, software, hardware, and network operations. The Computer Operator I works under close supervision and is provided detailed written or verbal guidance before and during assignments.

The FAA Customer Service Center (CSC) maintains 24/7 operations at all times, including during adverse weather conditions. Shifts may include nights, weekends and holidays. This position is also subject to working unscheduled overtime and assisting with coverage in the event of an absent coworker. This position will be a graveyard shift with Monday/Tuesday off, but applicants must be able to work any shift with any days off.

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

• U.S. Citizens / Green Card only due to government or federal requirement.
• Ability to pass an FAA background investigation to work in a position of Public Trust.
• Knowledge of IT Help Desk tools, concepts, practices, and procedures.
• Familiarity with desktop support incident logging systems such as Active Directory and Remedy ITSM.
• Ability to troubleshoot basic computer hardware and software issues.
• Strong verbal and written communication skills; fluency in English (additional languages a plus).
• Exceptional customer service skills with the ability to respond professionally and promptly.
• Ability to remain tactful when handling difficult individuals or situations.
• Solid critical‑thinking skills with the ability to identify, analyze, and resolve issues.
• Ability to work effectively in a fast‑paced environment and learn new incident‑response techniques.
• Detail‑oriented with the ability to accurately document incidents in a ticketing system.
• Able to work independently or as part of a team to achieve goals.
• Ability to lift up to 25 pounds.
• Flexibility to work various shifts, including overtime and during inclement weather.
• Reliable and punctual.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

• Under direct supervision, resolves common computer operating problems.  Provides customer assistance with routine inquires in relation to problems associated with applications, software, hardware, and network operations issues.
• Responds to requests for support via phone calls and emails promptly and professionally.  
• Monitors computer systems and operations, as needed.
• Logs all events, and documents findings / actions / problem resolutions in the Customer Service and Desktop Support (CSDS) Information Technology Service Management (ITSM) software tool.
• Follows and makes use of standard procedure documentation.
• Resolves less complex events immediately, and escalates more complex events to second level support.
• May be required to telework occasionally and must have home high speed internet access and an area to receive calls that is free from background noise.
• 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 / EXPERIENCE

High school diploma or GED and at least one year of relevant technical support experience, ideally in a service desk or call center. Must hold or obtain HDI CSR and/or CSA certification within four months of hire. Experience with Active Directory and ServiceNow ITSM (or similar tools) preferred. FAA or government contracting experience is a plus.

CERTIFICATES / LICENSES / REGISTRATION

Help Desk Institute (HDI) Customer Service Representative (CSR) or Support Center Analyst (CSA) Certification required within 4 months of hire date.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to perform successfully 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 environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.  Exposed to general office noise with computers printers and light traffic.

EOE including Disability/Vet 

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) – (11) Federal Holidays 
• Training and Development Opportunities 

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

#INDCNI