NMCI POC

New Directions Technologies, Inc; Ridgecrest (CA); On-site; USD 35,000 - 58,000; Full time

Job summary

New Directions Technologies, Inc. seeks a Tier-1 Tech Support specialist to provide initial troubleshooting for Nautilus/NMCI hardware, software and peripherals. You will be the first point of contact for end-user support and problem resolution.

Responsibilities include engaging with internal customers to capture requirements, managing ServiceNow tickets within SLA, maintaining NET records, and coordinating with contract leadership. U.S. citizenship and ability to obtain DoD clearance required.

Qualifications

• U.S. Citizenship is required.
• Must obtain and maintain DoW Security Clearance for duration of employment.
• 2 years of experience and a High School Diploma.
• Junior level duties under supervision of senior staff.

Responsibilities

• Tier-1 technical support and initial troubleshooting for Nautilus/NMCI hardware, software, and peripherals.
• Engage with internal customers to collect and validate infrastructure requirements for new service requests.
• Monitor tickets and ensure ServiceNow SLAs are met; address inquiries within 24 hours.
• Maintain accurate records in the NMCI Enterprise Tool (NET) for assigned users.
• Participate in weekly meetings with contract leadership and local DITAC leadership.

Skills

Technical support

Customer service

Ticket management

Stakeholder coordination

Printer setup

Education

High School Diploma

Tools

ServiceNow

NET tool

Microsoft Teams

Job description

Core Responsibilities Include:

Tier-1 Technical Support- Provide initial troubleshooting and technical assistance for all Nautilus/NMCI-related hardware, software, and peripheral issues. Serve as the first point of contact for end-user support and problem resolution.

Customer Engagement- Work directly with internal customers to collect and validate infrastructure requirements for new service requests. Act as the primary conduit between ACTR staff and end users, ensuring transparent communication, status updates, and successful project execution from initiation to completion. A commitment to responsive, high-quality customer service is a foundational expectation of this role.

Customer Inquiry & Ticket Management- Monitor assigned groups during standard business hours and maintain ServiceNow SLAs in SNAP. Ensure all customer inquiries are acknowledged and addressed within 24 hours. Manage compliant ticket processing through closure.

Data & Records Administration- Maintain accurate, up-to-date records in the NMCI Enterprise Tool (NET) for all assigned users. Ensure data integrity and compliance with established protocols.

Stakeholder Coordination- Participate in weekly meetings with contract leadership and local DITAC leadership to remain informed of evolving policies, procedures, and initiatives impacting Nautilus/NMCI operations.

Core Services Provided:

• Processing Move/Add/Change (MAC) requests
• Coordinating computer relocations
• Updating desktop/laptop location records
• Managing custodian transfers of IT hardware
• Facilitating account modifications and lifecycle management
• Supporting technology refresh efforts
• Provisioning of new user accounts and computing devices
• Facilitating software installation and licensing
• Processing requests for networked printers/scanners and multifunction devices
• Providing setup and network integration for printers/scanners
• Supporting special account requests as needed
• Delivering Microsoft Teams telephony support

Education and Work Experience Requirements:

• Due to customer requirements, U.S Citizenship is required.
• Must be able to obtain and maintain a DoW Security Clearance for duration of employment.
• 2 years of experience and a High School Diploma.
• A Junior level person is responsible for assisting more senior positions and/or performing functional duties under the oversight of more senior positions.

Salary: the expected pay range for this position is $35,125 to $58,240 but is subject to change.