Senior Help Desk Support Service Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

SUMMARY

Senior Help Desk Support Service Specialist will support our government client in all phases of system life cycle planning. This consists of development, configuration, installation, testing, and sustainment.

As a federal contractor, CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act.

ESSENTIAL REQUIREMENTS

Must possess and maintain a Secret clearance which requires U.S. Citizenship.

Any of the following certifications: CompTIA Security+, GSEC, SSCP, CND, or CCNA-Security.

Must meet TIER II/ IT II/IAT II level of training and certification.

KEY DUTIES AND RESPONSIBILITIES

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

Provide Tier II support to end-users for desktop computers, laptops, mobile devices, applications and hardware.

Review and respond to users requests and open tickets by determining the problem, collaborating with Network Services, Software Systems Engineers, and Applications Developers, to resolve the issue.

Make recommendations for system modifications to reduce user problems, restore services and application functionality.

Perform vulnerability and compliance analysis/scans to ensure compliance, resolve the issue and make sure it's documented.

Work with local service providers to resolve any concerns with compliance reporting and implementation.

Perform vulnerability management for patch releases and critical application updates.

Make recommendations for changes to eliminate or reduce vulnerabilities.

Ensure quality assurance reviews and evaluations of new and existing software products are completed.

Maintain accountability and control of all automated IS for configuration, internal storage, shipping and replacements. This includes the storage of hard drives.

Ensure software installations are approved and authorized.

Support the planning, review, documentation and integration of various mission partners.

Provide assessments and recommendations for existing and future software requests.

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.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EDUCATION AND EXPERIENCE

Bachelor's degree and a minimum of six (6) years' relevant experience, or equivalent combination of education/experience.

JOB SPECIFIC KNOWLEDGE/SKILLS/ABILITIES

At least six (6) years of experience with ServiceNow or similar ITIL platform in an enterprise-level environment.

Experience supporting the customization, administration, and configuration of the OTS ServiceNow tool.

Prior experience integrating ServiceNow to other applications and ability to adapt existing methods and procedures to create possible solutions to complex problems.

Ability to plan resource requirements from high level specifications.

Strong communications skills and the ability to explain complex concepts in plain language.

LANGUAGE SKILLS

Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints.

Ability to write speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups and or boards of directors.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

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.

CNI CORE COMPETENCIES

Responsible for the integration of CNI Core Competencies into daily functions, including commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.

COMPLIANCE

Promotes and encourages a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the company as a whole. Fosters an environment in which they will report any violations or reasonably suspected violation of CNI policy, FAR, and/or CFR and are comfortable discussing the myriad compliance, conflict, FAR, CFR, etc. issues that arise during the performance of a government contract.

Please note, that this position is contingent upon the award or funding. The essential duties, experience, education requirements, and salary are subject to change. Your application submission authorizes Chickasaw Nation Industries (CNI) to consider your application all CNI Programs*

EOE including Disability/Vet

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!