SUMMARY
The Inbound Helpdesk Technician / Computer Operator I supports activities of the Federal Aviation Administration (FAA) Mike Moroney 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.
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.
ESSENTIAL REQUIREMENTS
Schedule: Wednesday–Sunday, with Mondays and Tuesdays off .
Must be able to obtain government moderate risk public trust security clearance.
Must possess or have ability to obtain within four (4) months of hire date, Help Desk Institute (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
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 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.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
EDUCATION AND EXPERIENCE
High school diploma or general education degree (GED) and a minimum of one (1) year relevant experience in a technical support role, preferably in a service desk or call center environment.
JOB SPECIFIC KNOWLEDGE/SKILLS/ABILITIES
Knowledge and understanding of the tools, concepts, practices and procedures related to an IT Help Desk Support environment
Basic knowledge and understanding of desktop support incident logging tools (i.e., Active Directory and Remedy ITSM)
Basic knowledge and ability to troubleshoot computer hardware / software issues
Excellent verbal and written communications skills with fluency in the English language (other languages welcome)
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
Solid critical thinking skills with ability to identify, analyze and resolve problems / issues
Ability to work in a fast-paced, stressful environment and to learn / apply new knowledge and techniques related to incident response
Detail-oriented with ability to accurately log incident tickets in a ticketing software system
Ability to effectively work both independently and in a team environment for the successful achievement of goals
Ability to lift 25 pounds
Flexible with ability to work a variety of shift assignments, including overtime and during inclement weather conditions
Ability to be reliable and punctual
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 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.
