IT Technical Support Specialist (Norfolk)

Information Assurance Analyst (Policy / Planning)

Position Location : Norfolk, VA

Clearance Level : Secret

Responsibilities will include, but are not limited to :

• Provide customers technical support by coordinating software, hardware, network, and security issue resolution.
• Install, configure, maintain, and troubleshoot IT systems and peripherals.
• Provide informal technical computer assistance / operating instructions to customers both in person and over the telephone.
• Provide support and maintenance necessary to ensure effective and efficient IT system performance and security.
• Assess and escalate IT issues to the NMCI when resolutions cannot be provided to the customer.
• Coordinate and resolve technical issues with NMCI, as required.
• Research and solve problems in response to customer reported incidents and problems relating to IT issues.
• Proactively identify opportunities to improve technical support and resolve customer problems; assist with and / or assess problem situations; gather relevant information; identify solutions and / or recommendations; implement corrective actions; and coordinate with internal and external subject matter experts to resolve customer inquiries.
• Apply knowledge of a wide range of analytical and evaluative methods to analyze data and apply results to problem resolution.
• Research, evaluate, and provide feedback on problematic trends and patterns in technical support requirements.
• Update and maintain problem tracking and resolution databases (e.g., IT Help Desk ticketing system).
• Operate IT tools and system, including navigating IT systems to : search for, retrieve, or access data or information; organize data clearly; and / or output data in usable and user-friendly format.
• Enter accurate customer data into IT systems such as SharePoint IT Help Desk; guide customers in the use of IT systems related to the organization's operations. Open, monitor, resolve, and close customer tickets.
• Assess and provide assistance to command personnel on IT related service requests received from within and outside the command and track each one as they move through each phase of resolution.
• Prepare formal requests and reports for request processes that must be sent out of the IT division.
• Assess the impact of IT related requests to ensure they are addressed correctly and in the most expedient manner.
• Provide various information systems solutions support that bridge the gap between organization mission and existing government technical capabilities.
• Provide support to install network copper / fiber cable and coordinate with other local activities to install power as required.
• Develop Standard Operating Procedures (SOPs) and provide updates quarterly or as tasked.
• Review and monitor incoming / outgoing messages for format, addressees, regulatory or procedural errors, security violations, etc., ensuring procedures utilized adhere to communications directives and security regulations, procedures, and techniques.
• Schedule and conduct training for message preparation and release for command users.
• Answer trouble calls for naval message drafters.
• Draft and release naval messages once they are approved by the proper authority.
• Operate and maintain MARMC message processing capabilities. Provide naval message administration and tech support to all Military, Government Employees, and Contractors assigned to MARMC.
• Provide functional and / or technical specifications for operating systems for SIPRNET and NIPRNET Command Email / Navy Interface for Command Email Messaging System (C2OIX messaging) or current naval messaging system to meet current DOD, DON, NETWARCOM classified and unclassified message processing.
• Maintain databases and assign user accounts for SIPRNET and NIPRNET Command Messaging Systems (e.g. C2OIX).
• Provide after-hours continuous messaging support via MARMC duty phone, as required.
• Coordinate with NCTAMS in troubleshooting of SIPRNET and NIPRNET Command Messaging Systems (e.g. C2OIX) to provide minimal system outages.
• Travel to and from NCTAMSLANT, as required, for message processing functions.
• Provide AQL : 100% Compliant, Contractor shall provide personnel that meet or exceed the requirements.

Qualifications :

Desired Qualifications :