Information Specialist II (Customer Service)

About the role

Koniag Advisory Business Solutions, LLC a Koniag Government Services company, is seeking an Information Technology Specialist II (Customer Support) to support KABS and our government customer in Oklahoma City, OK. This position is covered under the Service Contract Act.

Responsibilities

• Serve as a front-line technical resource, addressing user issues and maintaining IT equipment throughout the organization.
• Interact with customers via telephone or in-person and enter IT support requests into a web-based (ServiceNow) incident management system.
• Search knowledge bases, policy documents, ticketing systems, and other references to find answers to customer inquiries and clearly communicate information without excessive technical jargon.
• Quickly escalate high priority issues to your team lead, supervisor, or relevant managers in other offices and clearly communicate relevant information.
• Provide resolution to well-documented IT incidents and service requests within the prescribed service level agreements, response times, and resolve times.
• Install new equipment such as docking stations, computers, monitors, printers, headsets, and other accessories with supervision or direct guidance.
• Install software and issue licenses.
• Provide remote or on-site desktop support to troubleshoot common incidents with clearly documented troubleshooting steps with supervision or direct guidance.
• Perform physical equipment and networking set-up and moves.
• Accountable for complying with the agency-wide information security program. Safeguards Federal information and information systems from a known or reasonably suspected information security threat, vulnerability, or risk.
• Safeguards Federal information and information systems from a known or reasonably suspected information security threat, vulnerability, or risk.
• Ensure the rigorous application of information security/information assurance policies, principles, and practices in the delivery of IT products and services.
• Ensure implementation of security requirements and security practices with all duties to minimize risk to the organization.
• Open, issue and resolve trouble tickets using ServiceNow for IT problems.
• Provide ticket metric reports monthly and as needed.

Requirements

• Desktop/laptop, printer/peripherals, software, hardware, and network printer support experience (installations, troubleshooting, etc.).
• Active Directory experience (user accounts, user moves).
• Experience with an IT ticket tracking system, preferable ServiceNow.
• Strong interpersonal and communication skills.
• Ability to explain technical concepts in non-technical terms.
• Proficiency in troubleshooting Windows operating systems and applications.
• Experience with user account management and permissions.
• Ability to work independently and as part of a team.
• Understanding of information security best practices.
• Commitment to customer service excellence.
• Knowledge of Privacy Act requirements and information protection protocols.

Qualifications

• Must secure a Tier II favorable adjudication as determined by the IHS.
• Credentialing, privileging, and background clearance must be completed before services can be rendered to patients.
• Must adhere to HHS follows National Institute of Standards and Technology (NIST) Federal Information Processing Standards (FIPS) Publication (PUB) Number 201-2, Personal Identity Verification (PIV) of Federal Employees and Contractors, and OMB implementation guidance for personal identity verification.
• This position is covered by Public Law 101-647, 101-630, Crime Control Act of 1990, and the Indian Child Protection and Family Violence Prevention Act, requiring contact or control over Indian children.
• You shall be required to complete, sign, and submit the Addendum to OF-306, Child Care & Indian Child Care Worker Position form.
• Failure to comply with these statutes shall result in immediate removal.
• Shall not disclose or cause to be disseminated any information concerning the operations of IHS or KABS.
• Such action(s) could result in possible legal actions.
• Shall abide by all IHS Privacy Practices and HIPAA paying special attention to ensure the security and privacy of patient SPII and PII.

Skills

• CompTIA A+ Certification.
• Experience working in a healthcare environment.
• Familiarity with Indian Health Service systems.
• Experience with remote support tools.
• Knowledge of inventory management processes.
• Experience creating technical documentation and knowledge base articles.

Benefits

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, paid holidays, paid Vacation, paid sick leave and more.

Pay

Competitive compensation is offered based on experience and qualifications.

Schedule

The position is an onsite position located at the IHS, OCAO.