User Support Specialist II

Benefits

Additional Information

We are seeking an experienced End User Support Specialist to support a federal government client in Rockville, MD. In this high-visibility role, you will serve as the primary IT support resource for senior executive leadership, delivering responsive, mission-critical deskside assistance in a secure, fast-paced government environment. 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. 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 client level. Certifications (preferred): CompTIA A+ CE, Network+, Security+; MCP; ITIL v3/v4 Foundations; HDI CSR, SCA, or DAST Proficiency with Microsoft Windows 11 and the Microsoft Offlce/365 suite Experience with Microsoft Teams for collaboration and conferencing Proficiency with audio-visual and video teleconferencing (VTC) technologies, including Polycom systems Experience with webcams, microphones, television cabling, and multimedia configurations Knowledge of mobile device management, including BlackBerry support Familiarity with laptop imaging, deployment, and hardware configuration Experience with IT service ticketing platforms such as ServiceNow or BMC Remedy Working knowledge of MS Active Directory, Exchange, NetIQ DRA, and basic network infrastructure Experience with PC hardware, Windows Server administration, and desktop operating systems Professional Skills: Strong written and verbal communication skills Ability to thrive in a high-visibility, executive-facing environment Proactive problem-solving approach with the ability to anticipate needs before they arise Ability to adapt quickly to shifting priorities and manage multiple tasks simultaneously Proven track record of successful execution in collaborative, cross-team IT environments Ability to lift 25 pounds ESSENTIAL DUTIES AND RESPONSIBILITIES Essential duties and responsibilities include the following. Other duties may be assigned. Serve as the primary point of contact for executive-level IT support, including laptops, software applications, and mobile devices Configure and support videoconferencing, webcam, audio-visual, and multimedia setups for executive meetings; troubleshoot issues swiftly and effectively Provide proactive, anticipatory support for all systems and applications to minimize disruptions Support all peripherals, including printers, scanners, and other end-user hardware Assist with laptop imaging, deployment, and hardware installations and configurations Log, track, and resolve incidents using IT service management and ticketing systems Train and mentor team members on tools, processes, and best practices Collaborate effectively across IT teams in a cross-functional environment Remain available for off-hours and on-call support as needed EDUCATION / EXPERIENCE Bachelors degree in Computer Science or a related field of study, and 3-5 years of IT experience, with 3+ years of hands-on desktop/end user support in a demanding environment 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. The estimated pay range for this role is $23/hr to $28/hr, with the final offer contingent on location, skillset, and experience. CNI offers a comprehensive benefits package that includes: Medical D