Staff IT Services Support

Centuria•Norfolk, VA

1d•Onsite

About The Position

Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. They have been recognized by The Washington Post as one of the top workplaces in the DC Metro area for 2024, an award based on employee engagement feedback. The program involves providing IT administrative and tier 1 technical support to users for USFF, including desk phones, mobile devices, Navy Marine Corps Intranet (NMCI) equipment/peripherals, and multi-function devices/printers. The role also serves as a liaison between Headquarters staff and the Next Generation Enterprise Network (NGEN) management team, performing Command Technical Representative (CTR) functions.

Requirements

High school
Minimum 2 years of experience working in NMCI (NGEN) environment to include expertise in NMCI (NGEN) NET and knowledgeable with NMCI (NGEN) CLINs and services.
Minimum of 2 years of experience in providing Tier 1 or higher customer support.
Proficient in the use of Microsoft Office Products, including Word, Power Point, Excel, Outlook.
Ability to work on multiple projects at a time and prioritize efforts to meet deadlines.
Excellent communication skills and possess a proven ability to be a self-motivated member of the IT Support Services Team.
Must have an active secret clearance
Must have a CompTIA Security + certification

Responsibilities

The Staff IT Services Support shall provide IT administrative and tier 1 technical support to users. This includes, desk phone, mobile devices, Navy Marine Corps Intranet (NMCI) equipment/peripherals, and multi-function devices/printers. The Staff IT Services Support shall also serve as a liaison between the Headquarters staff and the Next Generation Enterprise Network (NGEN) management team performing Command Technical representative (CTR) functions.
Provide Tier 1 level IT administrative and technical support to users.
Work with Staff ISSOs to validate NMCI (NGEN) equipment inventories, services and ad hoc requirements.
Process MAC requests, CLINs, and Task Order Modifications as required to meet staff requirements.
Coordinate Staff NMCI (NGEN) equipment refresh with staff ISSOs. Liaison with NMCI (NGEN) personnel in the development of the refresh plan including equipment delivery, workstation upgrade, problem resolution, equipment pickup and follow-on database updates to NET.
Coordinate emergent NMCI (NGEN) network/systems upgrades with NMCI (NGEN) Team Leads and staff ISSOs to facilitate smooth transition and minimize impact to staff operations.
Maintain accurate Staff VIP listing. Liaison with NMCI (NGEN) personnel to update VIP database, as required. Review and report status to IT Services Support Supervisor at least monthly.
Liaison with NMCI (NGEN) Help Desk, Field Delivery Services and other support organizations to resolve staff issues/problems in a timely manner.
Liaison with USFF NGEN Force IT Management Team to process orders, update information, and obtain engineering services.
Liaison with NMCI (NGEN) personnel to conduct software testing for implementation on NMCI (NGEN) network.
Participate in scheduled or periodic NMCI (NGEN) training sessions and coordination meetings. Provide report to IT Services Support Supervisor concerning potential impacts to staff.
Maintain accurate inventory of all IT equipment and accessories.
Provide support in the management and issuance of mobile devices.
Process and manage IT service requests.
Provide CPR support as required.
Interface with government and/or commercial telephone service providers to provide office phone service to the staff to include setup/issuing, maintenance and troubleshooting/repair of phones.