SUPPORT TECHNICIAN I

NEXCOM • Virginia Beach, VA

8d • 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 problems, 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, requiring incumbents to comply with specific program requirements, including earning and maintaining appropriate credentials, participating in continuous learning, and possessing required cybersecurity certifications and operating system certificates.

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 (CompTIA Security+, GIAC Security Essentials Certification GSEC, or Systems Security Certified Practitioner SSCP).
• Possess and maintain a valid 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).
• Must have a favorable Access National Agency Check and Inquiries (ANACI).
• Must comply with the DON Cyber IT CSWF Program requirements.
• Must 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 certification 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: Microsoft Windows 10 Desktop OS.
• A Signed Privileged Access Statement.

Nice To Haves

• 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.

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.
• Participate annually in 20 hours of continuous learning (CL) activities.
• Obtain the required certification(s) within 6 months of appointment if not already possessed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level