Help Desk Specialist

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 essential support by resolving information systems problems across its global operations. This role is crucial for delivering first-line customer support, ensuring efficient problem resolution, and upholding robust information security standards for information system users.

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

• Mission: Resolve information systems problems and provide first-line customer support to maintain operational efficiency and security.
• Tech Stack: UNIX, Windows XP, W7, DOS, Linux, OS400, Oracle, SQL Server, dbase, Access, Microsoft Windows 10 Desktop OS

What You’ll Actually Do
• Customer Support: Provide first-line information systems customer support to users, identifying and correcting problems with computer hardware and software.
• Request Management: Manage information system resource requests using an automated help desk tracking system, entering and tracking status of all open requests.
• Problem Intake: Obtain mandatory information and detailed problem descriptions to dispatch appropriate assistance effectively.
• Issue Prioritization: Determine the nature and urgency of problems, referring them to the appropriate level for resolution and escalating urgent or sensitive issues to management.
• Security Compliance: Ensure the rigorous application of Information Security and Assurance policies and practices in the delivery of systems, applications, and hardware/software services.

The Must-Haves
• Background: U.S. Citizenship; ability to obtain a favorable Access National Agency Check and Inquiries (ANACI) for IT-2 Non-critical Sensitive designation. Required to comply with DON Cyber IT CSWF Program requirements, including earning and maintaining appropriate credentials and participating annually in 20 hours of continuous learning.
• 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 of general experience. Additionally, 1 year of specialized experience is required in technical support within areas like Operating Systems (UNIX, Windows XP/W7, DOS, Linux, OS400), Databases (Oracle, SQL Server, dbase, Access), Point-of-Sale, Electronic Messaging, Desktop Applications, Retail, Financial, Distribution, Logistics, or Human Resources, specifically 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 for problem resolution trends.
• Skills:
* Information Assurance (IA) Certification: Minimum of CompTIA Security+ ce, GIAC Security Essentials Certification (GSEC), or Systems Security Certified Practitioner (SSCP). Higher level certifications (SCNP, CISA, CISSP, GSE, SCNA) are also accepted. Certifications must be valid and obtained within 6 months of appointment if not held initially.
* Operating System Computing Environment (OS CE) Certificate: Microsoft Windows 10 Desktop OS.
* Proficiency in identifying and correcting information systems problems and providing first-line customer support.
* Ability to manage and track information system resource requests using automated help desk systems.
* Knowledge of Information Security and Information Assurance policies and practices.
• Bonus: NEXCOM preferred certification is Network Technical Certification, such as MCDST, MCTS Window 7, or any future Microsoft replacement certificates or exams for Windows 7 Configuration Exam 680.