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User Support Specialist - IOAT

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User Support Specialist - IOAT

Job ID R983
Job Location Albuquerque, NM
Full-Time/Part-Time Full-Time

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.


The User Support Specialist - IOAT provides general IT support and systems administration to Indian Health Services (IHS). This position provides IT support with a focus on Windows desktop OS and peripheral support within an IT environment at a federal datacenter.


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

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.

Conducts daily desktop systems administration tasks such as loading operating systems, imaging Windows laptops, updating firmware and BIOS, installing latest patches and anti-virus, routine maintenance, change management and regular documented reporting of system maintenance.

Provides excellent customer service by using in depth knowledge of Windows 10, MS Office Suite 2016/2019, and supports mobile device operating systems (Android, iOS, BlackBerry).

Conducts support for desktops, laptops, computer peripherals, printers and multi-functional devices.

Provides technical assistance/support for large conferences, consultations, and briefings as required.

Responsible for the setup and administration of complex multi-tier computing system environments.

Performs development and maintenance of technical documentation, system inventory and diagrams.

Uses encryption technologies such as Microsoft BitLocker.

Performs daily checks and maintains uptime for all active client systems.

Participates and contributes in a team approach to end user support and problem solving.

Uses systems administration experience with Windows Server operating systems, smart-card hardware/software and wireless support.

Receives, creates and assigns ServiceNow tickets alongside Tier 3 IT ServiceDesk support.

May be required to work off-hour/on-call support as required.

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 co-workers. 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.


Bachelor’s Degree in Computer Science, Business Information Systems, or Engineering and five (5) years’ of Information Technology experience with three (3) or more years’ of specialized experience in hands-on end-user support and software application administration in a production environment; or equivalent combination of education and experience. Experience with Windows 10 Administration, Microsoft Office Products including Visio and Project and a proven record of successful execution in cross-team collaborative IT environment.


Knowledge and understanding of the tools, concepts, practices and procedures related to an IT help desk user support environment

Working knowledge utilizing service desk software tools and applications

Knowledgeable and skilled in the use of ticketing systems with ability to clearly and concisely log tickets

Ability to read and interpret common information systems documents and translate into layman terminology

Excellent problem-solving skills with ability to troubleshoot computer hardware / software issues

Excellent critical thinking skills with ability to identify, analyze and resolve problems / issues

Excellent verbal and written communications skills with ability to effectively communicate / interact with a wide variety of technical and non-technical audiences (i.e., customers, team members, management and federal staff)

Exceptional customer service skills with ability to respond to requests in a professional, helpful and timely manner

Ability to use tact in handling difficult individuals and/or situations

Ability to resolve difficult or challenging problems within the assistance of senior support or the use of outside software analysis support

Highly organized with ability to multitask

Ability to work in a fast-paced environment and to learn and apply new knowledge and techniques related to incident response

Ability to effectively work both independently and in a team environment for the successful achievement of goals



Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from team, customer and federal staff.


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.


Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


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.


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