End User Support Specialist - Mobile Device

Orgro; Norfolk (VA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Growth opportunities

Clear expectations

Flexible scheduling

Mentorship

Job summary

Orgro in Norfolk, VA is seeking an End User Support Specialist - Mobile Device to deliver Tier I–II support within NMCI and Flank Speed environments, ensuring access to Navy networks and services. The role focuses on troubleshooting, incident resolution, and lifecycle management for Navy end users.

The ideal candidate has five+ years of NMCI experience, active DoD 8570 II, and proven ability to manage devices, security, and user accounts with Remedy or ServiceNow in a full-time, on-site role.

Qualifications

• 5+ years supporting NMCI Navy IT environments.
• Active DoD 8570 IAT Level II certification.
• Experience with Remedy or ServiceNow ticketing.
• Strong knowledge of SECNAV M-5510/SECNAVINST 5239.1 compliance.
• Ability to manage device security and user accounts.
• Experience with Microsoft 365 services and ITSM workflows.
• Troubleshooting across workstations, software, and networks in NMCI.

Responsibilities

• Provide Tier I–II support for mobile devices, email, and apps.
• Troubleshoot NMCI and Flank Speed environments and devices.
• Process MAC moves/adds/changes and seat management tasks.
• Provision accounts and manage access per DoN policies.
• Respond to help desk tickets and escalate when needed.
• Assist users with Microsoft 365 services including Teams/SharePoint.
• Maintain cybersecurity and IA guidelines compliance.
• Coordinate with NMCI providers and government stakeholders.

Skills

iOS

Android

Remote support tools

Customer service

Security awareness

Education

DoD 8570 IAT Level II certification

Tools

Remedy

ServiceNow

Remote access tools

Job description

Position:End User Support Specialist - Mobile Device

NMCI / Flank Speed End User Support Specialist (ACTR)

IAT Level: IAT Level II – Enterprise IT Support Role

Location: Norfolk, Virginia

Employment Type: Full-Time, Direct Hire

Requirement: US Citizen, Secret clearance

Compensation: Competitive with a full benefit package

About Us: We are a mission-driven organization in our delivery of high-quality engineering outcomes for our Defense and Federal contracts by combining disciplined processes with a culture of respect and accountability that helps our teams thrive while meeting complex program needs.

Position Summary

The NMCI / Flank Speed End User Support Specialist provides Tier I–II technical assistance, account management, and lifecycle support to Navy end users operating within NMCI and Flank Speed enterprise environments. This role ensures reliable access to Navy networks, systems, and collaboration services by performing troubleshooting, incident resolution, and user provisioning in accordance with Department of the Navy (DON) cybersecurity and information assurance requirements.

Key Responsibilities

• Provide support for mobile device connection, email, and app problems

• Provide end-user support for NMCI and Flank Speed environments, including workstation, peripheral, software, and connectivity troubleshooting.

• Execute move/add/change (MAC) requests, seat management functions, and lifecycle refresh activities.

• Support account provisioning, access management, and permissions assignment in compliance with DoN policies.

• Respond to and resolve help desk tickets, ensuring accurate documentation and timely escalation when required.

• Assist users with Microsoft 365/Flank Speed services including Teams, SharePoint, OneDrive, and email.

• Maintain compliance with SECNAV M-5510.30/36 and SECNAVINST 5239.1 cybersecurity and IA guidelines.

• Perform system checks, configuration tasks, and device setup to ensure NMCI standards are met.

• Coordinate with NMCI service providers, site leads, and government stakeholders on issue resolution and system updates.

• Support hardware deployment, imaging, software installs, and secure configuration adjustments.

• Ensure information security practices are always followed, including PKI usage, two-factor authentication, and proper handling of controlled unclassified information (CUI).

Required Qualifications

• Working knowledge of IOS, Android and mobile security rules

• Manage device security, updates and user accounts

• Experience with remote support tools

• Minimum of five (5) years of experience supporting NMCI networks and enterprise Navy IT environments.

• Working knowledge of SECNAV M‑5510 and SECNAVINST 5239.1 compliance and security requirements.

• Experience with help desk operations, incident management systems (e.g., Remedy, ServiceNow), and ticket workflows.

• Proficiency in troubleshooting workstations, software, accounts, and network access in an NMCI environment.

• Demonstrated understanding of Navy seat management, asset tracking, and lifecycle refresh processes.

• Active DoD 8570 IAT Level II certification (e.g., Security+ CE, CCNA Security, CySA+, or equivalent).

• Ability to work with minimal supervision in a fast‑paced DoN enterprise environment. Strong communication skills and customer service orientation.

• Must have an active Secret or above security clearance

Preferred Qualifications

Experience supporting Flank Speed Microsoft 365 environments.

Familiarity with ACAS, HBSS, DoN cybersecurity processes, and ITSM best practices. Prior work within Navy command IT support roles, regional support centers, or NMCI NGEN/NGEN‑R teams.

What You Will Receive By Joining Orgro

Growth with a People First organization: We believe great work starts with respect and empathy - for our team and our customers

You will have Clear Expectations: There will be no guesswork. We provide documented processes and transparent communication so you can focus on doing your best work

Work-Life Balance: We value your time and well-being by providing flexible scheduling and realistic deadlines, which is just a part of our culture.

A Supportive Environment: Access to Orgro SOPs, templates, and mentorship to make your work repeatable, auditable, and stress-free