ACTR Helpdesk Tier II Support

Integral•, VA

1d•Onsite

About The Position

The ACTR Helpdesk Tier II provides desktop support for the Department of the Navy Office of Administration (DON OA) – Information Technology Division (ITD). This role involves providing support to the lead Echelon 2 (ECHII) Customer Technical Representative (CTR) for the Next Generation Enterprise Network Contract (NGEN/NGEN-R SMIT and End User Hardware (EUHW) contracts. The position requires managing and facilitating customer service to deliver NGEN/NGEN-R services to end users, processing service request orders, and providing management, support, and oversight to the lead CTR. A key responsibility is maintaining a current and accurate list of VIPs, ensuring immediate and exceptional response times for them. The role also includes providing technical assistance and ACTR services for desktop and wireless devices, interacting with multiple vendors, and utilizing various NMCI/Nautilus tools. Additionally, the position involves performing functions related to the implementation of NMCI and Nautilus Seat Orders, such as entering/editing seat orders, verifying order accuracy, and assisting with the Service Level Agreement (SLA) verification process.

Requirements

Bachelor's Degree with 2 years of experience in IT support OR Associates Degree with 5 years experience
Broad expert knowledge of the technology applications such as NET,WAAS,FSAST, ISF tools, HP Service Manager, business processes and operational capabilities of the NGEN/NGEN-R SMIT and EUHW contract services as well as expert skills in IT resources planning, management and oversight.
Secret Clearance

Responsibilities

Provide support to the lead Echelon 2 (ECHII) Customer Technical Representative (CTR) for the Next Generation Enterprise Network Contract (NGEN/NGEN-R SMIT and End User Hardware (EUHW) contracts.
Manage and facilitate customer service to deliver NGEN/NGEN-R services to end users, process service request orders, and provide management, support and oversight to the lead CTR.
Maintain a current and accurate list of VIPs, providing immediate and exceptional response time for those on the VIP list.
Provide technical assistance and ACTR services for desktop and wireless devices to include interaction with multiple vendors and knowledge of various NMCI/Nautilus tools including NET,WAAS,FSAST, ISF tools, HP service manager, and NMCI/NEN/Nautilus business processes.
Perform functions associated with the implementation of NMCI and Nautilus Seat Orders such as entering/editing seat orders into the ordering systems, verifying order accuracy, and verifying accuracy of IT-related services ordered against NMCI invoices and assisting with the Service Level Agreement (SLA) verification process for NMCI SLAs.