Technical Support Specialist

*Please note, the anticipated period of performance for this contract is five (5) years, contingent upon contract award and the successful execution of all option periods. The essential duties, experience, education requirements, and salary are subject to change.*

This position assesses and/or diagnoses complex problems and end-user needs, and then determines and implements the most cost-effective technically acceptable solution within the customer’s constraints. Work will be performed during core business hours local to Okinawa, Japan, based on client needs and contractual requirements.

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

The ability to obtain, maintain and access classified information at the DOD Secret level.

Must meet DCWF 451—Intermediate proficiency for technical-support duties. Security+ CE or equivalent DoD 8140 qualifying certification/proficiency evidence; A+, CTS, Crestron, Extron, Cisco Collaboration, or equivalent AV/VTC credential preferred.

Experience providing Tier 1/Tier 2 IT support, endpoint and account support, local AV/VTC troubleshooting, ticket management, equipment setup, and reachback coordination in a remote site environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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. 

EDUCATION/EXPERIENCE

Associate degree in IT and audiovisual technology, electronics, or related field; or qualifying technical certifications with additional relevant experience and 5 years of relevant 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 environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate hand tools, computers, and/or controls. Required to speak and hear. Frequently required to stand on ladders or objects, walk and stoop, kneel, crouch, or crawl under or behind objects. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Minimal risk of electrical shock.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

EOE including Disability/Vet

The estimated pay range for this role is $75, 427 to $102,000, 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) – (11) Federal Holidays
• Training and Development Opportunities

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

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