Information Specialist II (Customer Service)

Koniag Advisory Business Solutions, LLC a Koniag Government Services company, is seeking an Information Specialist II (Customer Service) to support KABS and our government customer in Oklahoma City, OK.

This position is covered under the Service Contract Act. 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.

Koniag Advisory Business Solutions is seeking an Information Technology Specialist II (Customer Support) position to supplement existing IT staff supporting the Indian Health Service (IHS), Oklahoma City Area Office (OCAO). This position plays a crucial role in providing technical assistance and support to ensure smooth IT operations to the IHS network of hospitals, clinics, and health stations on or near Indian reservations. This is an onsite position located at the IHS, OCAO.

The successful candidates possess CompTIA A Certification, experience with remote support tools, knowledge of inventory management processes, experience creating technical documentation and knowledge base articles. Additionally, experience working in a healthcare environment or familiarity with Indian Health Service systems is a plus.

Responsibilities

The IT Specialist (Desktop Support) will serve as a front-line technical resource, addressing user issues and maintaining IT equipment throughout the organization. Principal responsibilities include:

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Using a customer-focused approach, provide professional support and technical assistance
• Interact with customers via telephone or in-person and enter IT support requests into a web-based (ServiceNow) incident management system
• Provide information to customers in a calm and respectful manner at all times.
• 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.
• Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of IT products and services.
• Ensures 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.
  
  

Required

Education and Experience:

• 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
• Knowledge of basic networking concepts
• 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
• Ability to maintain confidentiality with sensitive information
  
  

Desired Skills And Competencies

• 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
  
  

Security Clearance, Credentialing And Privacy Requirements

• 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.
• In accordance with HHSAR 304.1301, you 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. Due to this requirement, the agency shall ensure that persons hired for these positions have not been found guilty of or pleaded nolo contendere or guilty to certain crimes. 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.
  
  

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352