NCIS User Support Specialist - NMCI

Clearance Level Secret Category Help Desk Locations Quantico, Virginia Remote, Based in Virginia Hybrid Workplace Public Trust: None Requisition Type: Regular Your Impact Own your opportunity to work with the largest government agency in the nation.
Make an impact by advancing the Department of Defense’s mission to keep our country safe and secure.
Job Description Join GDIT and be a part of the team of men and women that solve some of the world's most complex technical challenges.
The NCIS team is searching for an Assistant Customer Technical Representative (ACTR) - NMCI to join their program in Quantico, VA.
The Naval Criminal Investigative Service (NCIS) is an organization of approximately 2,000 personnel of which 700 serve at HQ and the remaining staff serve at offices worldwide.
NCIS is the DON component with primary responsibility for criminal investigation, law enforcement (LE), counter-terrorism (CT), counterintelligence (CI), and cyber matters.
NCIS not only has primary responsibility for all criminal investigative, CI, CT, and cyber matters within the DON, but it also has exclusive investigative jurisdiction in non-combat matters involving actual, potential, or suspected criminal, terrorism, sabotage, espionage, and subversive activities.
This position is part of the IT Technology Development division within the NCIS ITD organization.
This position performs the following functions: Order and manage services as well as order any infrastructure that may be required.
Develop and maintain a standardized repeatable process for obtaining budget, administrative and asset data metrics.
Utilize the NMCI Enterprise Tool (NET) to review and analyze IT asset data Requests changes to existing NMCI service Resolves day-to-day NMCI operational issues Ensure NMCI guidance is communicated from the customer technical representative (CTR) Initiate and resolves service request/problem incidents Track IT equipment and ensure database is up-to-date Consult with the user community to resolve technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems Using problem solving skills, diagnose, identify, isolate, and analyze problems utilizing historical database records Route calls to product line specialists, application, or system support specialists Maintains and updates records and tracking databases Alerts management to recurring problems and patterns of problems Works with system administrators and developers to ensure services/incidents are completed Provides an outstanding customer service experience in a variety of circumstances across all organizational levels Prepare activity reports and progress reports relating to the information systems audit functions Provide service delivery oversight, technical support, and interpretation of DoD/DoN IT policies and procedures and the NMCI/NGEN contract Serve as the focal point for command input to the NCIS CTR concerning NMCI orders, requirements, and service delivery Serve as liaison for any third-party vendors providing IT services and support for legacy applications and/or systems not transitioning to the NMCI environment Serve as the primary interface for IT issues with the site directorate IT representatives and provide guidance and direction to these personnel as it relates to NMCI and third-party requirements and issues.
Populate and submit Move Add Change (MAC) requests Assist with escalation and resolution of issues acting as liaison to the IT service desk, field services or vendor Coordinate the delivery and refresh of assets, software, and infrastructure.
As well as report any network outages and local technical issues Assist with maintaining compliance with the Navy's Cybersecurity policy in regards to customer accounts and device connectivity.
Communicate with customers concerning policy changes.
Create, modify, and track accounts Provide support and communicate with customer service representatives to resolve account creation or logical move issues Develop and execute the IT inventory management plan to include key components of the inventory process; planning, preparation, inventory assets, reconciliation, and closeout of the physical inventory.
Review and maintain the physical inventory sheets Validate and record asset conditions Develop Standard Operating Procedures (SOPs) and provide updates quarterly or as tasked Basic Qualifications: HS Diploma 2+ years of IT support experience to include .
NET Secret clearance is required to start, must be eligible to obtain a Top Secret with SCI-level adjudication; TS/SCI preferred Preferred Qualifications: Preferred: Active Directory experience Preferred: DoD 8570 - IAT Level II (GSEC, Security+ CE, SSCP, or CCNA-Security) WHAT CAN GDIT OFFER YOU? Excellent customizable health benefits (Medical, Dental and Vision) 401K with company match Educational Assistance and eLearning Flexible work week Internal mobility team dedicated to employee advancement Rewards and Recognition programs Innovative and collaborative environment encouraging of highly motivated critical thinking