SUPPORT TECHNICIAN I

NEXCOM•Virginia Beach, VA

1d•Onsite

About The Position

Resolves information systems problems involving office automation, data communications, LAN, POS, etc. Provides first line customer support, determines the nature and urgency of the problem, and dispatches help as needed. This position is designated IT-2 Non-critical Sensitive and requires a favorable Access National Agency Check and Inquiries (ANACI). It is also designated as a Cyber IT/Cybersecurity Workforce (CSWF) position in specialty area 41, requiring compliance with DON Cyber IT CSWF Program requirements.

Requirements

Must be a U.S. Citizen.
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 year of experience in Technical Support in one or more of the following areas: O.S. (UNIX, Windows XP, W7, DOS, Linux, OS400, etc.), Database (Oracle, SQL Server, dbase, Access, etc.), Point-of-Sale, Electronic Messaging, Desktop Applications, Retail, Financial, Distribution, Logistics, Human Resources.
One year of experience working at a technical Help Desk or in a System Support position.
One year of experience utilizing automated tools for tracking and monitoring support activities.
One year of experience analyzing support activities through use of automated tools to identify trends in problem-resolving metrics.
Possess and maintain current two types of certifications as follows: IA Certification (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)).
Technical Certification: MCDST, MCTS Windows 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.
Bachelor Degree from accredited University subject matter as listed in SECNAV M-5239.2 Appendix 4 OR CNSSI NTSSI 4015 Systems Certifiers / 4016 Risks Analysts OR specific training courses (e.g., 14AA, 14BH, CYBR1005, NEC courses) OR specific certifications (CompTIA Security ce, GIAC Security Essentials Certification GSEC, Systems Security Certified Practitioner SSCP).
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

NEXCOM preferred certification is Network +

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 the status and 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.
Notifies supervisor and management of urgent or sensitive problem areas where required.
Monitors and updates the status of open trouble reports and provides feedback/status to customers.
May provide weekly and monthly productivity reports or assist in their preparation.
Ensures and implements the rigorous application of Information Security, Information Assurance policies, principles, and practices in the delivery of Systems, Applications, and/or Services (Hardware, Software).
Performs other related duties as assigned.
Earn and maintain appropriate credentials from the Cyber IT CSWF Qualification Matrix.
Participate annually in 20 hours of continuous learning (CL) activities.
Obtain the required cybersecurity credentials within 6 months of appointment.