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. Please note that CNI is closely monitoring Executive Orders and will be following any final decisions or mandates regarding the COVID-19 Vaccination as a federal contract provider. SUMMARY The Help Desk Coordinator provides support to the FDA Safety Intake Program. This position supports and coordinates the day-to-day service desk operations. The position ensures a high degree of professional support when contacting the Service Desk by providing functional guidance to the end users and technical expertise to resolve user application usage issues. ESSENTIAL DUTIES AND RESPONSIBILITIES 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. Ensures that all performance targets are defined, communicated, understood and in compliance with the contract. Coaches and trains staff in established quality processes, procedures and expected project deliverables. Experience in / participates in SAFe/Agile practices and ceremonies. Monitors and measures performance on a regular basis. Identifies gaps/deficiencies and recommends plans for improvement. Serves as subject matter expert (SME) for the helpdesk call center team. Provides daily input and support to assist with operations. Determines the quickest, most effective ways to answer a client's or customer's questions. Escalating queries or concerns to development team members. Troubleshoots with the user to find the root cause and identifying the problem. Follows up with users to check if they're satisfied with the solution provided. Ensures a continuous improvement methodology is in place for all processes. Monitors/analyzes results and implements changes. Studies quality review reports, and takes appropriate actions to improve results. Coaches the staff, as necessary. Resolves conflicts, and serves as an escalation point for help desk issues. Effectively communicates any changes that affect customers. Ensures all new hires are on-boarded effectively including training, equipment, accounts and expectations of performance. Responsible for developing well known problems and solutions to improve first-call resolution. Revises and updates knowledge for relevancy and accuracy of the solutions. Remains up to date on Help Desk support best practices by participating in educational opportunities, reading professional publications, networking and participating in professional organizations. Effectively monitors the ticketing system queues, as needed promptly answers help desk phones and provides periodic desktop remote control support. 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 coworkers. 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. Promotes and encourages a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the company as a whole. Fosters an environment in which they will report any violations or reasonably suspected violation of CNI policy, FAR, and/or CFR and are comfortable discussing the myriad compliance, conflict, FAR, CFR, etc. issues that arise during the performance of a government contract. EDUCATION / EXPERIENCE Bachelor's degree in Computer Science, Business Management or a related field of study; or an equivalent combination of education/experience. A minimum of six (6) years of help desk experience supporting IT services and applications. JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES Operational knowledge and advanced skills in the standard tools, concepts, practices and procedures of incident management, service desk support, knowledge management, Jira, and BMC Remedy or ServiceNow. Expert computer skills with ability to troubleshoot computer hardware/software issues at an advanced level. Solid organizational and leadership skills relevant to carrying out day-to-day responsibilities. Ability to guide others and identify improvements in policies/procedures related to helpdesk call center operations. Exceptional skills in planning and prioritizing the work of others in a helpdesk call center environment. Ability to lead, supervise, and train others effectively. Skilled in facilitating teamwork and coordinating efforts for the successful achievement of goals. Excellent critical thinking skills with ability to identify, analyze, and resolve complex issues. Superior problem-solving skills with strong attention to detail. Excellent organization and time management skills with ability to handle multiple projects and priorities. Ability to learn and apply new knowledge in a fast-paced environment. Exceptional verbal and written communication skills with ability to explain technical information in a non-technical manner. Exceptional customer service and relationship-building skills with ability to use tact in handling difficult individuals and/or situations. Ability to work effectively both independently and in a team environment. Experience working with FDA systems a plus. LANGUAGE SKILLS 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 groups of managers, clients, customers, and the general public. MATHEMATICAL SKILLS Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. REASONING ABILITY Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to perform successfully 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 tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. #INDCNI If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!