Program Analyst (ACTR)

Description This•Jacksonville, FL

8d•Remote

About The Position

This remote position supports the Distributed Area Workforce outside the three headquarters locations in Millington, Tennessee; Norfolk, Virginia; and Washington, D.C. The employee must reside approximately one hour from a Naval Installation to address hardware failures and technology refreshes. As part of a team providing IT customer service to the CNIC enterprise, the representative provides technical support by phone, email, onsite, and through the BMC Helix ticketing system. The role manages IT task orders and services, supports onboarding and IT equipment setup for new hires, coordinates IT projects, and manages NMCI hardware inventory and asset lifecycles. It also includes deploying government iPhones in accordance with federal standards, preparing purchase requisitions through SAP ERP, collecting and analyzing application data, and resolving customer issues. The position develops standard operating procedures and processes to improve end-user self-sufficiency and customer inquiry resolution. Attendance and punctuality are essential functions of the position.

Requirements

High school education and 6 years of direct work experience using information technology to develop and/or integrate complex data.
Familiarity with leading teams to accomplish enterprise goals.
Security+ certification or equivalent IAT II certification, required or obtainable within 6 months of the start date.
Favorable T3 (formerly NACLC) background investigation; employee must maintain eligibility throughout employment.
Reside approximately one hour from a Naval Installation.
Skills in reading comprehension, critical thinking, active listening, speaking, instructing, troubleshooting, and time management.
Abilities in oral and written expression and comprehension, speech clarity, and monitoring performance to identify improvements or corrective actions.

Nice To Haves

Active security clearance.

Responsibilities

Provide enterprise-wide IT customer service and technical support to CNIC by phone, email, onsite, and through BMC Helix tickets.
Manage task orders by creating, removing, and transferring services such as computers, software, printers, and peripherals.
Review services included in order modifications, confirm requirements are captured, and submit them for processing.
Validate vendor invoices monthly.
Onboard new hires by creating NMCI/Flank Speed email accounts, assigning computers, and setting up IT equipment at their assigned locations, including procuring software and activating network ports when needed.
Coordinate IT projects such as technology refreshes, cube renovations, and building-wide Wi-Fi projects.
Oversee project scheduling, technician coordination, and asset lifecycle management.
Analyze business processes and create Standard Operating Procedures to improve end-user self-sufficiency and issue resolution.
Track and analyze NMCI hardware inventory metrics for computers, peripherals, and mobile devices as CNIC HQ asset manager.
Deploy government iPhones as a Purebred Agent in accordance with federal government standards.
Assist end users with troubleshooting issues.
Create, amend, and submit NMCI purchase requisitions through SAP ERP.
Collect, analyze, and provide application data reports as directed.
Handle customer problems involving the listed applications and processes.
Create processes for responding to customer inquiries.
Troubleshoot errors and take prompt, appropriate action on customer complaints.
Maintain attendance and punctuality.