Customer Technical Representative

Job Description
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
Job Title
Customer Technical Representative

City State
Quantico VA
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