SUPPORT TECHNICIAN I

Navy Exchange Service Command; Virginia Beach, Northern (VA, KY); On-site; USD 26,000 - 30,000; Full time

Job summary

Navy Exchange Service Command is seeking a SUPPORT TECHNICIAN I to resolve information systems issues, provide first-line customer support, and manage help desk requests worldwide. The role emphasizes IT hardware/software knowledge, incident logging, and timely problem resolution.

The incumbent must be a U.S. citizen, support desk operations, and adhere to information security policies while enabling effective service delivery across departments and locations.

Qualifications

• Three years of administrative/technical or investigative experience.
• Experience on a technical Help Desk or System Support position.
• Ability to analyze support activities using automated tools.
• U.S. Citizenship required.

Responsibilities

• Provide first-line information systems customer support.
• Enter and track requests in the help desk system and monitor progress.
• Determine problem urgency and route to appropriate resolution.
• Notify supervisor/management of urgent or sensitive issues.
• Update customers on status and provide feedback.

Skills

Help desk

Technical support

Information systems

Customer service

Education

Bachelor degree

CompTIA Security+ce

GIAC Security Essentials (GSEC)

SSCP

Tools

Windows 10

Help desk software

Job description

Job Description - SUPPORT TECHNICIAN I (2600039Y)

Job Description

SUPPORT TECHNICIAN I

Job Number:

2600039Y

Primary Location

Organization

NEXCOMHQ Pay Range : $19.25

Job Summary:

Resolves information systems problems involving office automation, data communications, LAN, POS, etc. Provides first line customer support, determines nature of, and urgency of, problem dispatches help, etc.

Duties and Responsibilities:

• Incumbents of this position must be U.S. Citizens.
• Provides first line information systems customer support to information system users worldwide using technical knowledge of computer hardware and software. Identifies and where possible, corrects the problem.
• Manages and controls all requests for information systems resources by using an automated help desk tracking system. Enters all requests for resources/assistance into the system and tracks status/progress of open requests.
• Obtains all mandatory information and enough of a description to sufficiently describe the problem and dispatch appropriate assistance to resolve the problem.
• Determines the nature and urgency of the problem. Refers problems to the appropriate level for resolution. Where required, notifies supervisor and management of urgent or sensitive problem areas.
• Monitors and updates status of open trouble reports, and provides feedback/status to customers.
• May provide weekly and monthly productivity reports, or assist in preparation of such reports.
• Ensure/implement the rigorous application of Information Security/Information Assurance policies, principles, and practices in the delivery of Systems, Applications, and/or Services (Hardware & Software).
• Perform other related duties as assigned.

This position is designated IT-2 (Non-critical Sensitive) in accordance with SECNAV M-5510.30 and will require a favorable Access National Agency Check and Inquiries (ANACI).

Department of the Navy (DON) Cyber Information Technology / Cybersecurity Workforce positions (Cyber IT/CSWF).

This position has been designated as a Cyber IT Cybersecurity Workforce position in specialty area 41 and as a condition of employment incumbents of this position are required to comply with the DON Cyber IT CSWF Program requirements of SECNAV M-5239.2 which include

1. Earn and maintain appropriate credentials from the Cyber IT/CSWF Qualification Matrix (described in SECNAV M-5239.2) associated with the specialty area and level commensurate with the scope of major assigned duties for the position to which you are assigned and;

2. Per SECNAVINST 1543.2 Cyber IT/CSWF individuals shall participate annually in 20 hours of continuous learning (CL) activities to be documented in a current individual development plan (IDP) signed by both the employee and supervisor.

3. Required Minimum Cybersecurity Credentials in order of precedence to qualify for the position are:

a. Education at least one of the following

i. Bachelor Degree from accredited University (subject matter as listed in SECNAV M-5239.2 Appendix 4)

Or

b. Training at least one of the following:

ii. 14BH - SSN 774 and SSGN 726 Class Electronic Warfare Support (ES) Equipment Maintenance Technician

iv. 14HH - SSN 21 and SSN 688 Class Electronic Warfare Support (ES) Equipment Maintenance Technician

v. CYBR1005 Security Essentials

vi. NEC 1316 AN BYG-1 (V) TI04 Combat Control Maintenance Technician

vii. NEC 1319 SSGN Tactical Tomahawk Weapon System (TTWCS) Maintenance Technician

viii. NEC 1346 AN BYG-1 (V) 9 TI-10 Combat Control Maintenance Technician

ix. NEC 1347 AN BYG-1 (V) TI-12 14 Maintainer

x. NEC 2710 Global and Command Control System-Maritime 4.X (GCCS-M 4.X) System Administrator

xi. NEC 2765 Global Command and Control System-Maritime (4.1) Increment 2 System Administrator

xii. NEC 2766 Global Command and Control System-Maritime 4.0.3 (GCCS-M 4.0.3) System Administrator

Or

c. Certification at least one of the following:

i. CompTIA Security+ce

ii. GIAC Security Essentials Certification (GSEC)

iii. Systems Security Certified Practitioner (SSCP)

4. Operating System Computing Environment Certificate Operating System Computing Environment (OS/CE) certificate of training, as dictated by the Command Cyber IT/CSWF Program Manager: Microsoft Windows 10 Desktop OS.

5. A Signed Privileged Access Statement.

6. Candidates without the required certification may be placed into this job but must obtain the required certification(s) within 6 months of appointment failure to obtain this requirement will result in termination of employment.

Qualified candidates must be U.S. Citizens.

GENERAL EXPERIENCE - Three (3) years experience in administrative technical or investigative work which demonstrated the ability and aptitudes required to perform technical managerial or analytical work involving management information systems.

OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE - One (1) year of related academic study above the high school level may be substituted for 9 months of experience up to a maximum of a 4-year bachelor's degree for 3 years of general experience.

AND SPECIALIZED EXPERIENCE - One (1) year of experience in the following -

Technical Support experience in one or more of the following areas:

• Working at a technical Help Desk or in a System Support position
• Utilizing automated tools for tracking and monitoring support activities
• Analyzing support activities through use of automated tools to identify trends in problem resolving metrics SECNAV M-5239.2 DoN Information Assurance (IA) Workforce Manual requires that all incumbents of this position possess and maintain current two types of certifications as follows IA Certification
• One of the following certifications: A Network Systems Security Certified Practitioner (SSCP) or one of the following higher-level certifications: Security GIAC Security Essentials Certification (GSEC), Security Certified Network Professional (SCNP), Certified Information Systems Auditor (CISA), Certified Information Systems Security Professional (CISSP), GIAC Security Expert (GSE), Security Certified Network Architect (SCNA).

NEXCOM preferred certification is Network Technical Certification, MCDST, MCTS, Window 7 certification, or any replacement certificate or exam that Microsoft may announce in the future to replace Windows 7 Configuration Exam 680. Certification must be valid not expired as defined by the policy of the certification issuer. Candidates without the required certification may be placed into this job but must obtain the required certification within 6 months of appointment failure to obtain the proper certification requirement will result in termination of employment. This position is designated IT-2 Non-critical Sensitive in accordance with SECNAV M-5510.30 and will require a favorable Access National Agency Check and Inquiries (ANACI).