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Service Center Technical Lead

3 months ago

Reston, Virginia, United States Chickasaw Nation Industries, Inc (CNI) Full time
Job DescriptionJob Description


SUMMARY

The Service Center Technical Lead implements, manages and controls all project directives related to the Service Desk. The Service Desk will be a single point of contact requiring the performance of triage on reported problems, collecting all necessary information, resolution of the end user problems by the service desk staff, or escalation of the issue to other Government or contractor staff for resolution. The service desk will provide first line support (tier I and tier II support) to the end users that will include but are not limited to recording, troubleshooting, and providing solutions to end-user IT related issues.

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

ESSENTIAL REQUIREMENTS

May be required to obtain/retain a government background investigation commensurate with position requirements.

Must be able to pass a customer background check for access to facilities, equipment and property.

Must have experience managing enterprise IT support projects for the Federal Government.

Relevant certification such as those obtained for HDI, ITIL, CompTIA, etc.

KEY DUTIES AND RESPONSIBILITIES
Essential Duties and responsibilities include the following. Other duties may be assigned.

Responsible for identifying, proposing resolutions, and resolving Service Desk issues in collaboration with applicable contractor and federal staff.

Resolves the most complex IT technical support requests for the user base and leads the other Service Center Technicians to ensure successful and timely resolution of end user issues.

Manages and documents service desk team responsible for resolving Tier 1 and Tier 2 customer support issues using a structured system for task resolution.

Independently analyzes and resolves operational issues for the technical support center and shall assist the Federal Functional Lead in prioritizing tasks for the Service Center Technicians that are working on task resolution.

Monitors team performance and provide reports for technical support activity and property accountability.

CNI offers a comprehensive benefits package that includes:

  • Medical
  • Dental
  • Vision
  • 401(k)
  • STD/LTD/AD&D
  • Employee Assistance Program (EAP)
  • Paid Time Off (PTO)
  • Training and Development Opportunities
Company DescriptionChickasaw Nation Industries, Inc. (CNI) is a federally chartered corporation wholly owned by the Chickasaw Nation. Headquartered in Norman, Oklahoma, CNI serves as a holding company with multiple subsidiaries that operate as Limited Liability Companies (LLCs) engaged in several lines of business for both the federal government and commercial enterprises. Chickasaw Federal serves as the government contracting arm of Chickasaw Nation Industries, while our Filtration, Manufacturing, Network Services, and Research, Development, Test and Evaluation lines of business serve commercial enterprises.

With approximately 1,800 employees and operations in over 40 states, as well as 5+ OCONUS locations scattered throughout the Caribbean, European, African, and Pacific regions, CNI supports a diverse culture that offers innovative approaches and customer-centered proven solutions. When you join us at CNI, you'll be part of a team that contributes directly to supporting the economic development within the Chickasaw Nation community. A portion of our profits goes towards education, health care, nutrition services, housing programs, legal services, elder and child care, and community support programs designed specifically for Chickasaw citizens. Successful economic development is an integral part of the Chickasaw Nation's operations.

If you're looking for an opportunity to make a difference while enjoying a fulfilling career with an organization full of happy, enthusiastic over-achievers, you'll enjoy your career with CNI Come join us today and serve a purpose bigger than yourself.Company DescriptionChickasaw Nation Industries, Inc. (CNI) is a federally chartered corporation wholly owned by the Chickasaw Nation. Headquartered in Norman, Oklahoma, CNI serves as a holding company with multiple subsidiaries that operate as Limited Liability Companies (LLCs) engaged in several lines of business for both the federal government and commercial enterprises. Chickasaw Federal serves as the government contracting arm of Chickasaw Nation Industries, while our Filtration, Manufacturing, Network Services, and Research, Development, Test and Evaluation lines of business serve commercial enterprises.\r
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With approximately 1,800 employees and operations in over 40 states, as well as 5+ OCONUS locations scattered throughout the Caribbean, European, African, and Pacific regions, CNI supports a diverse culture that offers innovative approaches and customer-centered proven solutions. When you join us at CNI, you'll be part of a team that contributes directly to supporting the economic development within the Chickasaw Nation community. A portion of our profits goes towards education, health care, nutrition services, housing programs, legal services, elder and child care, and community support programs designed specifically for Chickasaw citizens. Successful economic development is an integral part of the Chickasaw Nation's operations.\r
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If you're looking for an opportunity to make a difference while enjoying a fulfilling career with an organization full of happy, enthusiastic over-achievers, you'll enjoy your career with CNI Come join us today and serve a purpose bigger than yourself.