CLIENT SERVICES TECHNICIAN

NEXCOM•Virginia Beach, VA

About The Position

Serves as a Client Services Technician providing procurement, configuration, implementation, troubleshooting, and overall support for end-user devices and related equipment. Supported devices include desktop and laptop PCs, Mac computers, mobile devices with varying operating systems, peripherals, and point-of-sale/service devices. The role provides technical, analytical, and administrative support for end-user computer and mobile systems, including network and email operations, and is responsible for the proper function of Client Computing equipment supporting NEXCOM operations. The position serves as a customer service liaison to NEXCOM end users, responds to Level II Helpdesk requests, supports NEXCOM field sites, and responds to on-call requests 24x7x365. It includes IT asset management and reporting, equipment procurement and logistics, site survey documentation, installation coordination, and end-user training. Incumbents must be U.S. citizens, hold a valid driver's license for off-site support, and be able to lift 50 pounds, kneel, bend, and stand for long periods. This is a DON Cyber IT/Cybersecurity Workforce position in specialty area 41, designated IT-2 (Non-critical Sensitive), requiring a favorable Access National Agency Check and Inquiries (ANACI). Incumbents must meet the specified cybersecurity education, training, or certification requirements; maintain an appropriate qualification-matrix credential; complete 40 hours of annual continuous learning documented in an individual development plan; hold the required operating system/computing environment training certificate for Microsoft Windows 10 Desktop OS; and sign a Privileged Access Statement. Candidates who lack required certifications may be appointed but must obtain them within six months, or employment will be terminated. The position also requires current IA and technical certifications under the stated requirements.

Requirements

Must be a U.S. citizen.
Must possess a valid driver's license to support off-site facilities.
Must be able to lift 50 pounds, kneel, bend, and stand for long periods.
Three years of general experience in administrative, technical, or investigative work demonstrating ability and aptitudes for technical and analytical work involving management information systems; alternatively, related academic study above the high school level may substitute at one year of study for nine months of experience, up to a maximum of a four-year bachelor's degree in business/information systems or computer science for the general experience requirement.
At least two years of specialized experience installing, upgrading, troubleshooting, repairing, and deploying PC hardware, software, and operating systems.
Technical support experience in at least one of the following operating systems: Novell, Windows XP, Windows 2000, Windows 2003, Windows 98SE, or Linux.
Experience with systems user account administration and application deployment.
Meet the applicable cybersecurity qualification requirements through at least one listed education, training, or certification pathway: qualifying bachelor's degree or CNSSI/NTSSI 4015 or 4016; one of the listed training credentials; or CompTIA Security+ ce, GSEC, or SSCP.
Earn and maintain an appropriate credential from the Cyber IT/CSWF Qualification Matrix commensurate with the assigned duties and position level.
Participate annually in 40 hours of continuous learning activities documented in a current individual development plan signed by the employee and supervisor.
Hold the Operating System/Computing Environment certificate of training specified by the Command Cyber IT/CSWF Program Manager: Microsoft Windows 10 Desktop OS.
Sign a Privileged Access Statement.
Possess and maintain current IA certification: A+, Network+, SSCP, or one of the listed higher-level certifications (Security+, GSEC, SCNP, CISA, CISSP, GSE, or SCNA).
Possess and maintain current technical certification: MCDST, MCTS Windows 7 certification, or a replacement certificate or exam announced by Microsoft for the Windows 7 Configuration Exam 680.
Certifications must be valid and not expired under the certification issuer's policy.
Obtain required certification(s) within six months of appointment if not already held; failure to meet the certification requirement results in termination of employment.
Meet the favorable Access National Agency Check and Inquiries (ANACI) requirement for the IT-2 (Non-critical Sensitive) designation.
Respond to calls 24x7x365 on-call.

Nice To Haves

Network+ is NEXCOM's preferred certification.

Responsibilities

Provide procurement, configuration, implementation, troubleshooting, and support for end-user computers, mobile devices, peripherals, and related equipment.
Install and configure end-user device software, including operating system files, and coordinate with Client Services Engineering staff and management on imaging, software installation, and application support issues.
Integrate hardware, software, and end-user applications, including providing hardware and/or software system integration.
Serve as customer service liaison to NEXCOM end users and respond to Level II Helpdesk requests.
Collect complete IT requirements for NEX initiatives, including device and point-of-service register quantities and placement, and printer quantities and placement.
Conduct one-on-one end-user device software training for NEXCOM associates as needed.
Prepare software and hardware purchase requests through the automated procurement system and manage assigned equipment purchases and logistics tracking.
Provide analytical, technical, and administrative support for the design, installation, and maintenance of end-user computer and mobile systems, including network and email operations.
Ensure the proper function of Client Computing equipment supporting NEXCOM operations.
Install computer equipment after site preparation in accordance with manufacturer requirements and work with facilities staff on required electrical power and communications cabling.
Coordinate with responsible personnel and NEXCOM functional codes to ensure required infrastructure is in place and tested before turnover to users.
Troubleshoot computer and mobile device problems, determine appropriate corrective action, adjust equipment or configurations, refer problems beyond personal capability to manufacturers, and follow up with users and vendors until resolution.
Coordinate equipment repairs for NEXCOM field sites.
Apply Information Security and Information Assurance policies, principles, and practices in delivery of systems, applications, and services, including hardware and software.
Ensure reconciled site survey information and documentation is provided to vendors.
Respond to calls on a 24x7x365 on-call basis.
Manage IT assets and report and record assets for completed IT assignments.
Perform other related duties as assigned.