This is a remote position however, must reside approximately 1 hour away from a Naval Installation in order to resolve hardware failures and/or tech refreshes.
This position supports Distributed Area Workforce outside of the three HQ locations (Millington TN, Norfolk VA, & Washington DC).
Position summary
The representative will be part of a team responsible for providing IT customer service support to the CNIC enterprise.
Essential Duties and Responsibilities
Job duties include the following: (Other duties may be assigned.)
- Provides IT customer service, technical expertise enterprise wide for CNIC via phone, email, onsite or through tickets submitted through a ticketing tracking system (BMC Helix).
- Perform task order management by creating, removing and transferring services (computers, software, printers and peripherals) to and from task orders. Review services placed on the order mods to ensure that all requirements are captured and then submit for processing. Validates vendor invoices monthly.
- Onboard new hires by creating their NMCI/Flank Speed email, assigning a computer and setting up IT equipment at their assigned location (procure software and activate network port if needed).
- Lead project coordinator for IT projects such as tech refresh, cube renovations and building-wide Wi-Fi. Oversee the scheduling, technician coordination and asset lifecycle management.
- Analyzes business processes and identifies areas for improvement by creating Standard Operating Procedures (SOPs) to enhance end user self-sufficiency and issue resolution.
- Track and analyze inventory metrics for NMCI (Navy Marine Corps Intranet) hardware e.g. computers, peripherals and mobile devices as the CNIC HQ asset manager.
- Perform Purebred Agent duties by deploying gov’t iPhones in accordance with federal gov’t standards. Assists the end user in troubleshooting any issues.
- Creates, amends and submits purchase requisitions for NMCI through SAP ERP.
- Collect, analyze and provide application data reports as directed.
- Handles customer problems that arise from the use of the above listed applications/processes.
- Creates processes for responding to customer inquiries.
- Troubleshoot errors and take prompt, appropriate action on customer complaints.
- Attendance and punctuality are essential functions of this position.
Skills
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Speaking - Talking to others to convey information effectively.
- Instructing - Teaching others how to do something.
- Troubleshooting - Determining causes of operating errors and deciding what to do about it.
- Time Management - Managing one’s own time.
Attributes
- Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Written Expression - The ability to communicate information and ideas in writing so others will understand.
- Written Comprehension - The ability to read and understand information and ideas presented in writing.
- Speech Clarity - The ability to speak clearly so others can understand you.
- Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations make improvements or take corrective action.
- Instructing - Teaching others how to do something.
# of Hires Needed
1
Exemption Type
Exempt
Hiring Manager
Marsh, Wendy (Senior Program Manager - Operations - Direct (01.00.22))
Job Requirements
Physical Requirements: 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.
Education and Experience: HS and 6 years of direct work experience with the use of information technology to develop and/or integrate complex data. Familiar with leadership of teams to accomplish Enterprise goals. Security + certification or IAT II certification equivalent required or can be obtained within 6 months of start date.
Security Clearance: A favorable T3 (Formerly NACLC) background investigation required. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.
