Job Description

User Support and Procedures:

• Manage user accounts – including creation, transfers, and reactivations
• Manage user access to network resources; manage account profiles, permissions, and access to resources using NMCI Enterprise Tool (NET) and Active Directory.
• Create and submit purchase requests for new items
• Maintain asset management using NET
• Order and issue NMCI assets to users
• Support users in equipment set up (creating a profile, setting up wireless settings, mapping network drives, gaining access to appropriate mailboxes... etc) and relocations
• Move, install, and setup IT hardware such as scanners, laptops, and desktops
• Support technology refreshes and application testing initiatives
• Provide NET Support by creating NET MACs for customer and other ACTRs that need assistance, assist with NET Buildouts, collaborate with Information Assurance Analyst
• Provide user support by creating NMCI Move, Add, Change (MAC) for customer and ACTRs that need assistance
• Troubleshoot issues that arise with the desktop environment and develop solutions or workarounds to those issues
• Provide technical knowledge to monitor and review NMCI Next Generation (NGEN) compliance with Service Level Agreement (SLA) performance requirements.
• Provide monthly reports on inventory and usage metrics. 
• Assist in the development of desktop security measures that provide automated compliance with Government Client policies.  
• Assist in the development of user training materials, provide user training
• Assist with activities and processes pertaining to the mobile device inventory/setup. 
• Support ACTR team with asset Tech Refreshes, Fiscal Year Rollovers, and system upgrades.

Customer Interface:

• Be the primary interface to the assigned department(s) government users from within the IT organization
• Escalate necessary tickets and ensure CTR is aware of escalation. Act as the point person for government client escalation issues to appropriate team to resolve
• Provide user training for IT related assets
• Work closely with other command ACTRs to manage the access and work required under the NMCI/NGEN contract, as well as defining the technical requirements as they relate to shipyard business. Serves as corporate shipyard representative on various work groups established as necessary.
• Subcontractor is not excluded from providing labor in support of other Task Areas as required, if it is deemed to be in the best interests of the Program.

Education

• High School diploma or equivalent
• Bachelor’s Degree in an IT related field is desired

Experience

• Minimum of 2 years of IT Support experience desired
• Minimum 2 years of experience with Microsoft Windows operating systems is desired
• Minimum of 2 years of experience with Microsoft products (MS Office Suite) is desired
• Solid knowledge and demonstrated experience working with IT hardware and software
• Knowledge of Web and Network architectures and technologies
• Ability to communicate effectively on technical issues with a broad range of customers and fellow employees
• Good telephone skills and knowledge of troubleshooting problems with product vendors
• Ability to understand and execute instructions furnished in written, verbal, or diagram form
• Problem solving and analytical skills, and the capability to prioritize daily work schedule in keeping with productivity standards

License, Cert or Registration

• CompTIA Certification required: A+ CE, Network + CE, Security + CE, or higher is required.
• The ability to obtain and maintain security clearance

Special knowledge, skills, & abilities

• Prefer experience working in a government contracting organization and a working knowledge of the NMCI and PSNS IT policies and procedures
• Knowledge of Contract Management as it relates to NMCI/NGEN and IT.
• Knowledge of a wide range of computer applications, services, techniques, requirements, methods, and procedures including familiarity with approaches used by other government agencies and /or the private sector to accomplish a variety of projects and task in the assigned specialty areas.
• Knowledge of the Navy Marine Corps Intranet contract and other NMCI-related systems, such as NET, eMarketplace, etc.
• Ability to process concurrent tasks and work with other team members to accomplish larger or complex tasks
• Experience working in compliance with published regulations, manuals and instructions from NAVSEA, DoD, DoN, Shipyard Departments and industry standards.