NMCI POC — IT Helpdesk & Customer Support

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

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.