Nautilus/NMCI Point of Contact (POC) (4794)

Smartronix•Ridgecrest, CA

45d•$20 - $31

About The Position

The Nautilus/NMCI Point of Contact (POC) serves as the primary technical liaison for NAWCWD personnel utilizing Nautilus and NMCI systems and peripherals. This role plays a key part in ensuring timely, effective, and customer-focused IT support within a mission-critical environment.

Requirements

Clearance Required: Secret
2+ years of customer service experience
High School Diploma

Nice To Haves

IT helpdesk experience
Bachelor's degree in an IT field
Security+ certification

Responsibilities

Tier-1 Technical Support - Provide initial troubleshooting and technical assistance for all Nautilus/NMCI-related hardware, software, and peripheral issues. Serve as the first point of contact for end-user support and problem resolution.
Customer Engagement - Work directly with internal customers to collect and validate infrastructure requirements for new service requests. Act as the primary conduit between ACTR staff and end users, ensuring transparent communication, status updates, and successful project execution from initiation to completion.
Stakeholder Coordination - Participate in weekly meetings with NAVAIR Headquarters and local DITAC leadership to remain informed of evolving policies, procedures, and initiatives impacting Nautilus/NMCI operations.
Inbox & Inquiry Management - Monitor assigned mailboxes during standard business hours. Ensure all customer inquiries are acknowledged and addressed within 24 hours. A commitment to responsive, high-quality customer service is a foundational expectation of this role.
Data & Records Administration - Maintain accurate, up-to-date records in the NMCI Enterprise Tool (NET) for all assigned users. Ensure data integrity and compliance with established protocols.
Processing Move/Add/Change (MAC) requests
Coordinating computer relocations
Updating desktop/laptop location records
Managing custodian transfers of IT hardware
Facilitating account modifications and lifecycle management
Supporting technology refresh efforts
Provisioning of new user accounts and computing devices
Facilitating software installation and licensing
Processing requests for networked printers/scanners and multifunction devices
Providing setup and network integration for printers/scanners
Supporting special account requests as needed
Delivering Microsoft Teams telephony support