IMITSS - Helpdesk Technician - (1838) Job at SMX
The Helpdesk Technician (NMCI POC) is a support role providing first level technical support for personnel with NMCI assets and peripherals
Essential Duties and Responsibilities
- Functions as a liaison between NMCI and NAWCWD customers
- Works alongside Navy civilians and contractors with NMCI related issues
- Responds to all incoming requests, including but not limited to: building new accounts, enabling accounts, processing tickets, hardware requests, etc
- Maintains accurate and current computer resource lists (Net Clean-Up data entry)
- Provides tier 1 technical support for personnel in various locations who have NMCI assets and peripherals
- Generates, monitors, and tracks Move-Add-Change (MAC) requests for funded services
- Addresses, escalates and/or tracks local technical issues and remediation
- Facilitates collection of functional requirements from staff and end-users
- Identifies and documents the current functional requirements of NAWCWD applications
- Follows Configuration Management (CM) processes and utilization of tools identified
- Submits Account build-outs for customers
- Maintains a group mailbox where data calls, questions, and general emails are sent
- Attends regular meetings for collaboration with ACTR staff, Field services, and NMCI POCs
- Provides contract updates for NMCI POCs and customers
Required Skills
- Clearance: Active DoD Secret clearance or ability to obtain
- Proficient user of Microsoft Office (specifically Outlook)
- Strong organizational skills
- Strong written and oral communication skills
- Ability to multitask and follow-up on a variety of functional tasks
- Sense of urgency executing requests
- Ability to problem solve
- Customer service experience
- Degree required or additional years of experience in lieu of degree
Desired Skills:
- CompTia Security+ Certification
- General IT Certifications
- Proficient user of NET and HPSM
- Previous Helpdesk/NMCI POC experience
- Knowledge of NMCI, Field Services, and STRAN processes/procedures
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Our tradition of delivering innovative, technical solutions dates back to 1995, however, you may know us better by one of our legacy company names: Trident Technologies, Smartronix, Datastrong or C2S Consulting Group. With the support of OceanSound Partners, our private equity investment sponsor, we began operating as one business starting in 2019 and became SMX in 2021. We operate in close proximity to our clients around the globe and have core locations in Alabama, California, DC Metro, Florida, Hawaii, Maryland, and Massachusetts.
Today, as SMX, we are one team and together empower government and commercial enterprises to become more effective, innovative, and resilient, no matter what challenges they face.
SMX is committed to hiring and retaining a diverse workforce. All qualified candidates will receive consideration for employment without regard to disability status, protected veteran status, race, color, age, religion, national origin, citizenship, marital status, sex, sexual orientation, gender identity or expression, pregnancy or genetic information. Selected applicant will be subject to a background investigation. SMX is an Equal Opportunity/Affirmative Action employer.
Vaccination within 60-days of hire, or an approved accommodation, is a requirement of the position per Executive Order 14042 (unless precluded by State law). If a candidate is not vaccinated, they may request an accommodation once offered the position, and the accommodation must be granted prior to the employee starting in the position. Candidate will have 60 days to get vaccinated.
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