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The Technical Support Specialistassesses and troubleshoots computer user support problems such as password resets, desktop support issues, or specialized applications support. Additionally, this position may monitor computer systems and operations, as assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

Handles inbound telephone customer requests.

Troubleshoots and resolves issues by applying effective, investigative methods and service desk troubleshooting procedures.

Performs problem diagnosis, problem recognition, research, isolation and resolution.

Works independently to determine the best and most efficient solution to resolve the customer\'s operational issues, including procedural changes as necessary.

Applies system analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications based on user profiles.

Monitors assigned queues, voicemail, web site and other incoming communication methods for user requests for support.

Documents all actions taken, and escalates tickets to higher-level support groups as necessary; participates in maintaining and improving helpdesk standard operating procedures (SOPs).

Resets user passwords, provides desktop support and/or specialized applications support.

Monitors computer systems and operations, as assigned.

Promptly answers help desk phones.

Adheres to standard procedure documentation.

Responsible for aiding in own self-development by being available and receptive to all training made available by the company.

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 keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.

Will be required to work rotating on-call shift.

Option for Hybrid Remote work.

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.

EDUCATION / EXPERIENCE

Associate\'s degree in Information Technology related field, or equivalent combination of education / experience.

Experience with PC hardware and software installation and troubleshooting, MS Active Directory, Windows 10, MS Office2016/ O365, Virtual Desktops, Printer installation and troubleshooting, Remote support software.

CERTIFICATES / LICENSES / REGISTRATION

CompTIA A+ Certification or equivalent Required

CompTIA Network +/Security + Preferred

JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES

Demonstrated ability to provide customer support for IT issues to local and remote staff

Demonstrated ability to diagnose and troubleshoot hardware / software / system functional specification issues

Demonstrated ability to explain technical information in a non-technical manner (verbal and written)

Skilled proficiency in MicrosoftSharePoint, MicrosoftTeams,Office, Microsoft Windows, Adobe Acrobat, WebEx, and Cisco Jabber (support of additional applications may be required)

Ability to coordinate user support requests using a ticketing system

Ability to create and produce reports from the ticketing system

Solid organizational skills relevant to carrying out day-to-day responsibilities

Detail-oriented with ability to effectively multi-task andmanage multiple projects and priorities

Excellent verbal and written communications skills

Exceptional customer service skillswith ability to use tact in handling difficult individuals and/or situat