IT Support Specialist – First Line Support

Job Description

SUPPORT TECHNICIAN I | NAVY EXCHANGE SERVICE COMMAND (NEXCOM)

The Tone:
This is a part-time role at NAVY EXCHANGE SERVICE COMMAND (NEXCOM), located in Virginia Beach, VA. NEXCOM provides vital support services globally, serving information system users worldwide. This role is critical for ensuring operational continuity by resolving information system problems and delivering essential first-line customer support.

The TL;DR
• Role: Part-time
• Type: Part-time (20 – 34.5 hours)
• Location: In-person, Virginia Beach, VA

• Mission: Resolve information systems problems and provide first-line customer support to users worldwide.
• Tech Stack: Office automation, data communications, LAN, POS, UNIX, Windows XP, W7, DOS, Linux, OS400, Oracle, SQL Server, dbase, Access, Microsoft Windows 10 Desktop OS, automated help desk tracking system.

What You’ll Actually Do
• Customer Support: Provide first-line information systems customer support to users worldwide, identifying and correcting problems when possible.
• Request Management: Manage and control all information system resource requests using an automated help desk tracking system, entering and tracking status.
• Problem Resolution: Determine the nature and urgency of problems, referring them to the appropriate level for resolution and notifying management of urgent issues.
• Status Monitoring: Monitor and update the status of open trouble reports, providing timely feedback to customers.
• Security Application: Ensure and implement the rigorous application of Information Security and Assurance policies and practices in system and service delivery.

The Must-Haves
• Background: U.S. Citizen, designated IT-2 Non-critical Sensitive, and a Cyber IT Cybersecurity Workforce position (specialty area 41). Requires a favorable Access National Agency Check and Inquiries (ANACI). Education includes a Bachelor Degree from an accredited University (subject matter as listed in SECNAV M-5239.2 Appendix 4) or specific military training (e.g., 14BH, 14AA, 14CM, 14HH, CYBR1005, NEC 1316, NEC 1319, NEC 1346, NEC 1347, NEC 2710, NEC 2765, NEC 2766, NEC 2791).
• Experience: 3 years of general experience in administrative, technical, or investigative work demonstrating aptitude for technical, managerial, or analytical work involving management information systems. This can be substituted with one year of related academic study above high school for 9 months of experience, up to a 4-year bachelor’s degree for 3 years. Additionally, 1 year of specialized experience is required in technical support for operating systems (e.g., UNIX, Windows XP/7, DOS, Linux, OS400), databases (e.g., Oracle, SQL Server, dbase, Access), Point-of-Sale, electronic messaging, desktop applications, or retail/financial/distribution/logistics/human resources. This includes working at a technical Help Desk or in a System Support position, utilizing automated tools for tracking and monitoring support activities, and analyzing support activities through automated tools to identify trends in problem resolving metrics.
• Skills: Strong customer support, problem identification and resolution, help desk tracking system management, information security policy application, and proficiency with various operating systems (UNIX, Windows XP/7/10, DOS, Linux, OS400) and database systems (Oracle, SQL Server, dbase, Access).
• Bonus: Required to earn and maintain appropriate cybersecurity credentials from the Cyber IT CSWF Qualification Matrix, including continuous learning activities (20 hours annually) documented in an Individual Development Plan. Must hold an IA Certification such as CompTIA Security+ ce, GIAC Security Essentials Certification (GSEC), or Systems Security Certified Practitioner (SSCP), or higher-level certifications (SCNP, CISA, CISSP, GSE, SCNA). NEXCOM prefers Network Technical Certification (MCDST, MCTS Window 7 certification or replacement). An Operating System Computing Environment (OS CE) certificate for Microsoft Windows 10 Desktop OS and a Signed Privileged Access Statement are also required. Candidates without required certifications must obtain them within 6 months of appointment.