IT Customer Support Supervisor

MI Technical Solutions•Chesapeake, VA

6h•Onsite

About The Position

MI Technical Solutions is a Women-Owned Small Business (WOSB) comprised of a broad range of talented employees that provide diversified engineering and technical support services since 2004! Our team works tirelessly to build a respected, results-oriented brand. We are headquartered in Chesapeake, VA with employees located near each of the Navy Fleet Centers within the continental United States (San Diego, Jacksonville, Bremerton, New England, Norfolk) as well as Hawaii and Japan. MI Technical Solutions is seeking an experienced IT Customer Support Supervisor to provide a full range of IT asset support. The Supervisor will be responsible for the daily Service Desk operational processes for Access, Change, Event, Incident, Knowledge, and Request Management. Prior Military experience strongly preferred Immediate Supervision of the IT Service Desk team (3-5analyst), their supported services, and functions. Assist the IT department head with leading and training ITstaff Providing Level-2/3 support and troubleshooting to resolve issues. System installation; defining, documenting, and enforcing system standards. Configuring and installing various telecommunication and laptop devices and services (e.g., printers, VPN, QoS). Conducting testing of systems after software pushes Monitoring performance; troubleshooting network problems andoutages; Coordinatingupgrades; Performing network maintenance and system upgrades including service packs, patches, hotfixesand security configurations. Mobile device (IOS/Android) Support Specialist. Provide in person or online End-User training for Office, IOS, and Windowssystems Set up VTC and teleconference meetings for users and provide immediate technicalassistanceifrequired Manage Command SharePoint site versions 2007, 2010, and 2013. Use JavaScript to create Stop Light Performance Indicators for on time and overdue correspondence and tasks. Submit Tier II & Tier III level tickets to Navy 311regardingtechnical questions and coordinate potential solutions whileacquiringthe knowledge for future reference. ACTR (Assistant CustomerTaskingRepresentative) -Manage NIPR/SIPR/Developer account creation, CLIN 23 software transfers, legacy software/device installations, software/hardware procurement orders, and MAC ticket submissions FsAST Administrator -Govern NIPR/SIPR account provisioning, license transfers, custom attribute assignments, entitlement, and license change requests, NVD/NVR assignments, device secure space management, and mobility administration Trusted Agent – Registration Authority (TA-RA) - Authorized identity verification and cryptographiccredentialbinding PureBred Agent & NACSEA Telecom POC – Manage mobile device credentialing (PureBred) andserveas the primary telecom point of contact for NAV

Requirements

Current DOD secret security clearance is required.
Minimum of current CompTIA Security + Continuing Education (CE) required.
Recent IT experience (5 years preferred).

Nice To Haves

Prior Military experience strongly preferred.
Bachelor’s degree in IT, Computer Science, or a related field.
SharePoint versions 2007, 2010, and 2013 experience.

Responsibilities

Supervise the daily Service Desk operational processes for Access, Change, Event, Incident, Knowledge, and Request Management.
Provide immediate supervision of the IT Service Desk team (3-5 analysts), their supported services, and functions.
Assist the IT department head with leading and training IT staff.
Provide Level-2/3 support and troubleshooting to resolve issues.
Perform system installation; define, document, and enforce system standards.
Configure and install various telecommunication and laptop devices and services (e.g., printers, VPN, QoS).
Conduct testing of systems after software pushes.
Monitor performance; troubleshoot network problems and outages; coordinate upgrades.
Perform network maintenance and system upgrades including service packs, patches, hotfixes, and security configurations.
Provide Mobile device (IOS/Android) Support.
Provide in-person or online End-User training for Office, IOS, and Windows systems.
Set up VTC and teleconference meetings for users and provide immediate technical assistance if required.
Manage Command SharePoint site versions 2007, 2010, and 2013.
Use JavaScript to create Stop Light Performance Indicators for on-time and overdue correspondence and tasks.
Submit Tier II & Tier III level tickets to Navy 311 regarding technical questions and coordinate potential solutions while acquiring the knowledge for future reference.
Manage NIPR/SIPR/Developer account creation, CLIN 23 software transfers, legacy software/device installations, software/hardware procurement orders, and MAC ticket submissions.
Govern NIPR/SIPR account provisioning, license transfers, custom attribute assignments, entitlement, and license change requests, NVD/NVR assignments, device secure space management, and mobility administration.
Perform authorized identity verification and cryptographic credential binding.
Manage mobile device credentialing (PureBred) and serve as the primary telecom point of contact for NAV.