SUPPORT TECHNICIAN I

NEXCOM•Virginia Beach, VA

12d•Onsite

About The Position

Resolves information systems problems involving office automation, data communications, LAN, POS, etc. Provides first line customer support, determines nature of, and urgency of, problem dispatches help, etc. This position is designated IT-2 (Non-critical Sensitive) in accordance with SECNAV M-5510.30 and will require a favorable Access National Agency Check and Inquiries (ANACI). This position has been designated as a Cyber IT Cybersecurity Workforce position in specialty area 41 and as a condition of employment incumbents of this position are required to comply with the DON Cyber IT CSWF Program requirements of SECNAV M-5239.2.

Requirements

Incumbents of this position must be U.S. Citizens.
Three (3) years experience in administrative technical or investigative work which demonstrated the ability and aptitudes required to perform technical managerial or analytical work involving management information systems.
One (1) year of experience in the following - Technical Support experience in one or more of the following areas: O/S (i.e. UNIX, Windows XP, W7, DOS Linux O-S400, etc., Database Oracle SQL Server dbase Access, etc.) Point-of-Sale, Electronic Messaging, Desktop Applications, Retail, Financial, Distribution, Logistics, Human Resources.
Working at a technical Help Desk or in a System Support position
Utilizing automated tools for tracking and monitoring support activities
Analyzing support activities through use of automated tools to identify trends in problem resolving metrics
SECNAV M-5239.2 DoN Information Assurance (IA) Workforce Manual requires that all incumbents of this position possess and maintain current two types of certifications as follows IA Certification
One of the following certifications: A Network Systems Security Certified Practitioner (SSCP) or one of the following higher-level certifications: Security GIAC Security Essentials Certification (GSEC), Security Certified Network Professional (SCNP), Certified Information Systems Auditor (CISA), Certified Information Systems Security Professional (CISSP), GIAC Security Expert (GSE), Security Certified Network Architect (SCNA).
Operating System Computing Environment Certificate Operating System Computing Environment (OS/CE) certificate of training, as dictated by the Command Cyber IT/CSWF Program Manager: Microsoft Windows 10 Desktop OS.
A Signed Privileged Access Statement.

Nice To Haves

One (1) year of related academic study above the high school level may be substituted for 9 months of experience up to a maximum of a 4-year bachelor's degree for 3 years of general experience.
NEXCOM preferred certification is Network Technical Certification, MCDST, MCTS, Window 7 certification, or any replacement certificate or exam that Microsoft may announce in the future to replace Windows 7 Configuration Exam 680.
Certification must be valid not expired as defined by the policy of the certification issuer.

Responsibilities

Provides first line information systems customer support to information system users worldwide using technical knowledge of computer hardware and software. Identifies and where possible, corrects the problem.
Manages and controls all requests for information systems resources by using an automated help desk tracking system. Enters all requests for resources/assistance into the system and tracks status/progress of open requests.
Obtains all mandatory information and enough of a description to sufficiently describe the problem and dispatch appropriate assistance to resolve the problem.
Determines the nature and urgency of the problem. Refers problems to the appropriate level for resolution. Where required, notifies supervisor and management of urgent or sensitive problem areas.
Monitors and updates status of open trouble reports, and provides feedback/status to customers.
May provide weekly and monthly productivity reports, or assist in preparation of such reports.
Ensure/implement the rigorous application of Information Security/Information Assurance policies, principles, and practices in the delivery of Systems, Applications, and/or Services (Hardware & Software).
Perform other related duties as assigned.
Earn and maintain appropriate credentials from the Cyber IT/CSWF Qualification Matrix (described in SECNAV M-5239.2) associated with the specialty area and level commensurate with the scope of major assigned duties for the position to which you are assigned.
Individuals shall participate annually in 20 hours of continuous learning (CL) activities to be documented in a current individual development plan (IDP) signed by both the employee and supervisor.
Candidates without the required certification may be placed into this job but must obtain the required certification(s) within 6 months of appointment failure to obtain this requirement will result in termination of employment.
Candidates without the required certification may be placed into this job but must obtain the required certification within 6 months of appointment failure to obtain the proper certification requirement will result in termination of employment.