Customer Technical Representative

Super Systems Inc (SSI) is looking for a Strong, Technical Support Rep for a large contract in Quantico, VA

• Required: Minimum two years of IT support experience
• Required: Minimum one year NET Experience
• Preferred: Active Directory experience
• Preferred: Security + CE
• Required: Secret clearance is required to start
• TS/SCI preferred

Responsibilities:

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